“Atos Origin Optimizes Call Center for French Police Mutual Insurance Association”
Paris - May 24th, 2007
Atos Origin subsidiary Atos Worldline has been awarded a contract by Mutuelle Générale de la Police (MGP, the French Police Mutual Insurance Association) covering IT maintenance on the call center platform that serves MGP members and representatives. The service now has a single call number with an interactive voice response system and telephone applications designed to improve call qualification, distribution to agents and processing. Atos Worldline's solution is based on the Worldline Smart Contact virtual call center management application.
One of the French Interior Ministry's largest supplementary health insurance providers, Mutuelle Générale de la Police is dedicated to defending and improving coverage for its more than 300,000 members, representing two-thirds of all police employees in France. MGP has 1,800 representatives based in 38 contact centers across mainland France and in the French overseas departments and territories. Its nationwide, regional and local offices are equipped with powerful technology to ensure fast, efficient response to member needs.
The solution implemented by Atos Worldline to install and maintain the call center information system includes deployment of a single call number (0810 000 182) integrated with an interactive voice response (IVR) system, to handle calls outside business hours, and the Worldline Smart Contact automatic call distribution application.
The service, which is operated by Atos Worldline, can process between 1,700 and 3,500 calls a day, depending on the period. It can redistribute incoming calls to platforms at four different geographic locations.
Atos Worldline has integrated a web-based supervision and statistical reporting application directly into the MGP information system for quantitative and qualitative analysis of call traffic and processing.
The entire service has been deployed in a secure operating environment built on the Worldline Smart Contact solution. This virtual contact center is set up in hosted mode to combine the flexible deployment of a light client interface (via a dedicated MGP website) and high-security hosting in a shared environment.
“The hosted mode configuration designed by Atos Worldline lets us maintain a totally flexible solution for supervision and management of operations at all our sites. This includes all call center agents, whether they're working at one of the different branches or directly at the head office,” said Sylvie Le Callennec, head of the MGP call center service. “With this system, any agent with a phone, a web browser and a network connection is completely integrated as part of the virtual call center. We've been able to deploy a really efficient, end-to-end solution that significantly improves the user experience by cutting wait time and optimizing call distribution.”
The new service is already operational at all four MGP call center platforms in Créteil, Pau, Nice and Bordeaux.
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 EUR 5,4 billion and it employs 50,000 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. On December 7th 2006, Atos Origin announced the acquisition of Banksys and Bank Card Company (BCC), creating a European leader in Payment Services, with combined pro forma 2006 revenues of EUR 630 million and 4,000 employees.
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