BT Call Centres Secures 10 Million Pound — $15.9 Million — Contract with Genesys

Business Wire, Sept 3, 1997

SAN FRANCISCO--(BUSINESS WIRE)--Sept. 3, 1997--BT Call Centres has strengthened its relationship with CTI software solution provider Genesys Telecommunications Laboratories Inc. (NASDAQ:GCTI) by securing a 10 million pound ($15.9 million) contract which will enable BT to purchase the software for both its internal use, as well as sell the technology on to call centre clients.

The announcement makes BT the biggest re-sellers of Genesys in the world.

The Genesys software suite, which blends and integrates diverse technologies through CTI and distributes relevant customer information to be displayed on-screen before the agent answers the call, is presently being deployed on BT's 150, 151 and 154 services. These are BT's customer service centres for consumer and business products and sales.

Alex Evans, managing director, Genesys Europe, said, "This opportunity with BT strengthens our position in the call centre market, not only in the U.K., but globally. Being used by BT themselves, the leading telecoms provider, certainly boosts our reputation, whilst the re-seller agreement will give us maximum exposure in a highly competitive market."

Internally, BT will have 8,500 agents using Genesys software by April 1998, having tested and piloted Genesys products, with plans to introduce Genesys to the 30 call centres across the country that deliver BT's "150" residential customer service operation.

In line with BT Call Centres' one-stop-shop philosophy, customers to whom BT have sold Genesys software will be maintained and supported by BT, with Genesys providing third level support.

Trevor Richer, marketing manager, BT Call Centres, said: "Genesys is recognised as the world leader in CTI technology. BT Call Centres have been offering technology featuring Genesys software for some years, and this contract solidifies the good trading relationship between the two companies.

"The advantages of Genesys' applications," Richer continued, "such as cost reduction, data unification and increases in productivity, directly reflect BT Call Centres' mission to confront the real business issues involved in such an important aspect of customer service."

MCI has also made a strategic commitment to Genesys by investing in its research and development programme, in exchange for a substantial minority shareholding. MCI sees Genesys as its strategic CTI platform provider for network development, as well as fulfilling a central role in its call centre customer proposition. -0-

Note to Editors:

1.  BT and MCI have a mutually beneficial relationship with regard
    to call centres, which involves sharing technology and learning
    from the call centre marketplace.


2.  Genesys (http://www.genesyslab.com), NASDAQ:GCTI, is the global
    provider of open, scaleable CTI framework and applications.  Its
    innovative suite of inbound, outbound, blended, network-based
    and Internet-based and call centre products enable companies to
    develop enterprise-wide sales and customer service solutions.
    Genesys solutions provide strategic communication management by
    allowing companies in a wide range of industries to leverage
    existing personnel, cut costs and create greater customer
    satisfaction and loyalty.