Genesys Wins Blue Cross and Blue Shield Association

SAN FRANCISCO, CA - Genesys Telecommunications Laboratories Inc., a subsidiary of Alcatel (NYSE: ALA; Paris: CGEP.PA), announced that it has signed a national agreement with the Blue Cross and Blue Shield Association (BCBSA), the association for the nation's 42 independent Blue Cross and Blue Shield health insurance Plans, which collectively insure more than 84 million Americans. As part of the agreement, BCBSA and Genesys will jointly educate executives and decision-makers of the member Plans about Genesys Suite 6 contact center solutions. Blue Cross and Blue Shield Association chose Genesys for its experience in providing adaptable customer contact solutions that can help Blue Plans interact with their members and key stakeholders using multiple channels of communication, or "touch-points." "The Blue Cross and Blue Shield Association is dedicated to the success of our Blue Plans," said Jody Voss, BCBSA Executive Director, Business Development. "We've developed a strong relationship with Genesys and believe that their customer interaction solutions will not only enable our members to enhance their relationships with key stakeholders, but also to decrease contact center operational costs." Currently, several Blue Plans, including Blue Cross and Blue Shield of Tennessee, are using Genesys solutions in their customer contact centers. Hugh Hale, director, technical services at Blue Cross and Blue Shield of Tennessee notes, "The Genesys solution has enabled us to increase agent productivity by fifteen percent while at the same time providing an improved customer experience. We're now able to direct our customers to the most appropriate agent, enabling us to satisfy customer needs more efficiently." Genesys chief operating officer Laurent Philonenko commented, "It's a pleasure to work with organizations like Blue Cross and Blue Shield Association that recognize the business value of delivering a positive customer experience. We look forward to continuing to provide contact center solutions to Association members across the country."
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