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Globus & Cosmos chooses Alcatel Enterprise IP communication and contact centre solutions

  • 28 July, 2004 16:22

<p>Paris, July 27, 2004 – Alcatel (Paris: CGEP.PA and NYSE: ALA) today announced that global touring travel company Globus &amp; Cosmos has chosen the Alcatel IP communication server and Alcatel Contact Centre solutions in order to enhance customer service and increase its revenue.</p>
<p>Customer service is a key differentiator in the highly competitive travel industry. Leveraging the Alcatel IP solutions, Globus &amp; Cosmos will link its Sydney and New Zealand contact centres to provide seamless customer service across both sites. This ensures Globus &amp; Cosmos can provide the highest level of customer service by minimising missed calls.</p>
<p>The company chose the Alcatel Contact Centre solution for its advanced CTI and routing capabilities. The Alcatel solution, based on Alcatel’s IP communications server, Alcatel OmniPCX Enterprise, provides Globus &amp; Cosmos with real-time monitoring of contact centre operations and call volumes, enabling the company to make fast decisions to ensure that every call that comes in is quickly answered.</p>
<p>Alcatel Reflexes phones and standard handsets complement the new implementation, allowing Globus &amp; Cosmos to realize a complete solution using technology from a single vendor. The whole installation was undertaken by Alcatel Premium Business partner, BTAS.</p>
<p>“Communications systems – telephones – and our contact centre is our lifeblood,” said Stewart Williams, MD of Globus &amp; Cosmos in Australia. “It was important for us to choose a system that provided scalability as we continue to grow. BTAS worked with us in a consulting capacity to determine our needs and come up with the right solution for us today and to provide the next level of functionality for us tomorrow. Alcatel’s solution was put forward as the best one to deliver those needs cost-effectively with ample room to grow.”</p>
<p>Stewart Williams said, “BTAS has done a terrific job in managing the implementation. It was a smooth process and we’re happy with the decisions made as the performance has exceeded our expectations. It’s not often I can say that. Even after the implementation BTAS was still here analyzing the system and following through to ensure everything was working and nothing was left to chance.”</p>
<p>Gavin Jones, CEO of BTAS, said, “Never missing a call is a key component to providing top-class customer service. The Alcatel contact centre solution lets Globus &amp; Cosmos fully utilise customer service staff in both Australia and New Zealand so it never loses an opportunity to a competitor.”</p>
<p>BTAS was responsible for solution design and project management, implementation, training and integration of the solution. As part of the deal, a five-year service and support contract is also in place.</p>
<p>About Alcatel
Alcatel provides communications solutions to telecommunication carriers, Internet service providers and enterprises for delivery of voice, data and video applications to their customers or to their employees. Alcatel leverages its leading position in fixed and mobile broadband networks, applications and services to bring value to its customers in the framework of a broadband world. With sales of EURO 12.5 billion in 2003, Alcatel operates in more than 130 countries. For more information, visit Alcatel on the Internet: http://www.alcatel.com.</p>
<p>About Globus
The international Globus group began as a small family company, led by the father of current President, Sergio Mantegazza, in 1928. The company originally offered scenic motorcoach rides around Lake Lugano, in the southern part of Switzerland. Following the success of this operation, Mantegazza quickly expanded the business by purchasing a fleet of motorcoaches, and soon pioneered the concept of escorted 'first class' touring around Europe. Globus continued to introduce successful touring packages to new markets in Australia, New Zealand, and Canada and in 1981 Globus launched its 'first class' packages of the United States and Canada. The combination of popular and innovative destinations, flawless service, and integrity, have earned Globus an enviable record in the travel industry. Following the success of Globus, the Cosmos brand was launched in Britain in 1961. The tours were so successful that Cosmos soon pioneered another form of travel; air holiday packages to the sunny destinations of southern Europe, and by 1966 had become the largest tour operator in Britain, having carried over 180,000 passengers.</p>
<p>About BTAS
BTAS provides business technology applications and services to the corporate and government market. It offers high-level quality products and services including converged voice and data solutions, Voice over IP design and installation, managed services, traditional telephone systems, design and consultancy, project management and facilities management.
Established in 1993 offering service, support and installation of PABX systems, BTAS has continued to evolve and expand its services and product range to cover all aspects of communications. BTAS is a privately owned Australian company whose shareholders have more than 60 years experience in the telecommunications industry.</p>
<p>Alcatel Press Contact
Gwen John, Something Inventive
Ph: (02) 9810 1367</p>
<p>Anna Perrin, Alcatel
Ph: (02) 8306 5575</p>

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