“Société Générale Selects Atos Origin to Redesign and Operate its VOCALIA Interactive Voice Server”
Paris - January 13, 2003
Atos Origin has been selected by France's Société Générale bank to redesign its VOCALIA interactive voice server, to maintain the application and to operate the server on Atos Origin's multimedia platform. VOCALIA is one of France's leading interactive voice servers for banks, with more than 40 million calls in 2002.
Société Générale's VOCALIA telephone banking service uses an interactive voice server to enable retail customers to obtain information concerning their accounts, to access emergency services 24/7, and to reach a Société Générale adviser between 8:00 a.m. and 10:00 p.m. from Monday to Saturday. The service can be accessed via a dedicated France Télécom telephone number or the abbreviated numbers assigned by different mobile telephone operators.
Société Générale wanted to optimize voice server operating and administration costs and prepare for future developments, while delivering enhanced security and quality. The project also covered Progéphone, the bank's voice server for business customers.
Société Générale awards VOCALIA's redesign and operation to Atos Origin
To meet the bank's requirements, Atos Origin managed the project, redesigned the voice server's software and technical architecture, contracted to perform remedial maintenance and upgrades, and assumed operating responsibility. It also guaranteed enhanced service and security quality. The interactive voice services dedicated by Atos Origin to the VOCALIA and Progéphone applications use DTMF technologies, in compliance with Société Générale's specifications.
Atos Origin was able to meet the tight deadline set by Société Générale, which wanted the project to be deployed in just five months. This responsiveness was due to Atos Origin's multimedia platform, which is large enough to immediately support the very high volumes of traffic generated by the VOCALIA service.
"Atos Origin demonstrated its project management expertise, in terms of both its response to the tender and the deployment of the solution. In particular, it met our deadlines and the changeover was completely transparent for our IT applications and our customers, who continued to enjoy excellent service quality," says Avi Bibas, who managed the project for Société Générale.
Atos Origin focused on:
- Architecture sizing and scalability.
- Architecture software and physical security, using load distribution and hardware redundancy mechanisms at every level (front-end servers and application servers).
- Full backup.
- Familiarity with the software solution (voice monitor developed by Atos Origin).
- Tools to administer, track and manage the service in real time.
- Providing reporting information and statistics.
- Supplying tools to analyze the new statistics related to caller behavior.
- Deploying a quality assurance process
Atos Origin already operates the following on behalf of Société Générale:
MESSALIA, an SMS service
A financial data distribution platform (share prices, press releases and research) delivering content for the services provided to Société Générale customers, in particular on Logitel Net.
With nearly 20 years' experience in building and operating voice services, and extensive contracts with such leading banking customers as BNP Paribas, the French Post Office and Fortis, Atos Origin is a major player in the interactive voice server market.
About Société Générale
One of the leading Euro Zone banks, Société Générale employs some 80,000 people worldwide and operates in three core businesses:
- Retailing banking, with 13.4 million customers in France and other countries.
- Asset management, in which it ranks third among Euro Zone banks with 298 billion euros in managed assets at year-end 2001.
- Finance and investment banking, in which it ranks fourth in net banking income in the Euro Zone.
Société Générale is included in the four leading international sustainable development indexes.
About Atos Origin
Atos Origin is an international information technology services provider. Its business is turning client vision into results through the application of consulting, systems integration and managed operations, including outsourcing and on-line services. In August 2002, Atos Origin acquired KPMG Consulting in the UK and The Netherlands, which now trade as Atos KPMG Consulting. The company generates annual revenues of EUR 3.3 billion and employs 30,000 staff in 30 countries. The Group's client list includes major companies such as ABN-Amro, Akzo-Nobel, Alstom, BNP Paribas, British Petroleum, Euronext, Fiat, ICI, ING, KPN, Lucent, Philips, Renault, Royal Bank of Scotland, Saudi Aramco, Shell, UBS-Warburg, Unilever, Vivendi Universal, Vodafone and Wolters Kluwer.
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