“Atos Origin is modernising the call management solution for Société Générale’s employee savings subsidiary”
Paris, 28 June 2006
Atos Worldline, an Atos Origin Company, has been chosen by Société Générale to overhaul its interactive voice response (IVR) and its call distribution system, known as ESALIA, for its employee savings branch. The modernisation of call management allows Société Générale to meet the needs of its customers more quickly and more efficiently.
Atos Worldline has been chosen by Société Générale to assist in the modernisation of its call management solution for its employee savings branch.
Atos Worldline was responsible for putting in place an interactive voice response entirely configured for branch customers. In order to reduce the call handling time, the Worldline ACD (Automatic Call Distributor) solution for the intelligent distribution of calls has been combined with the interactive voice server.
The complete Worldline ACD solution deployed in parallel to the IVR enables customer requests to be categorised and the operator response time to be optimised. To accelerate the handling of the request, as soon as a new call arrives, each call centre agent receives the customer's details on an information strip that appears on his screen.
All of the Atos Worldline solutions put in place communicate with Société Générale's employee savings information system via web services (applications enabling data to be exchanged in a standard language). Different web services have thus been used by Atos Worldline for managing identification, account status, unit values, correspondence, fax dispatch, etc.
For improved management of the service, Atos Worldline has provided Société Générale's employee savings with a web interface that makes it possible to configure the interactive voice response and the call distribution rules, as well as to consult the call statistics.
Overhauling the management system for the Employee Savings' call centre has allowed Société Générale to meet the needs of its customers more quickly and more accurately.
This success reinforces Atos Worldline's expertise in the value chain for the intelligent management of calls linked to an area of banking expertise.
About Atos Origin
Atos Origin is an international information technology services company. Its business is turning client vision into results through the application of consulting, systems integration and managed operations. The company's annual revenues are more than EUR 5,5 billion and it employs over 47,000 people in 40 countries. Atos Origin is the Worldwide Information Technology Partner for the Olympic Games and has a client base of international blue-chip companies across all sectors. Atos Origin is quoted on the Paris Eurolist Market and trades as Atos Origin, Atos Euronext Market Solutions, Atos Worldline and Atos Consulting.
Atos Worldline, an Atos Origin company - Atos Worldline is a major European player in the processing of large-volume electronic exchanges, specialising in electronic payment services, CRM and e-services (internet, voice and mobile services). With the focus on technological innovation, Atos Worldline implements its solutions in processing or integration mode. Atos Worldline has 2,600 employees in Europe and has an annual turnover of €400 million.
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