European EZactor installation for Banksys contact center
Banksys selects unified desktop application from eSOON for optimum customer service
Capelle aan den IJssel, 5 February 2007 – Banksys will deploy the web-based EZactor software from eSOON at its contact center in Belgium. The Belgian company develops and manages retail payment systems for banks, traders and consumers. Well-known Banksys payment instruments include, for example, Bancontact/MisterCash and Proton. Banksys also processes almost 900 million electronic payment transactions each year. The Banksys contact center, located in Brussels, deals with more than 5000 incoming telephone calls from both bankcard holders and businesses every day.
The rapid and efficient handling of these calls – first call resolution – enables a substantial reduction in costs. It is not only important for the contact center agent to see at a glance whether and how there has previously been contact with a customer, but all other information linked to the customer must also be quickly accessible. Due to EZactor’s flexible integration options with the existing business applications, both conditions are realised. EZactor has been developed using the CTI platform produced by Genesys, worldwide market leader in the field of CTI software. Banksys also uses the Genesys platform and thus optimally benefits from the synergy of both solutions.
Yves Gougnard, Head of Customer Contact Center Service Banksys, and Cédric Bourgeois, Head of CTI Services, are satisfied with EZactor. “We have decided for eSOON's EZactor to optimize agents productivity in order to achieve optimal customer satisfaction and improve time to market. Banksys requires one unified web desktop integrated with Banksys’ business applications for all inbound and outbound customer interactions via voice and email – and in the future maybe other channels. The dynamic environment of our contact center demands a flexible and easy to use solution for our agents to be able to directly access the right internal information and turn this into customer service.
Together with eSOON's Value Added Reseller DDM Consulting and our main System Integrator NextiraOne Belgium, we feel confident in reaching our business goals."
René Stukker, Sales Manager EMEA for eSOON: “Customer service is the distinguishing factor for an increasing number of companies. According to recent studies, customer service even ranks highest on the agenda of CEO’s. The market is looking for modern and web-based solutions in the field of CRM and customer interaction. This is precisely the key expertise of eSOON. In China and Taiwan, EZactor is a frequently used multi-channel solution for contact centers. For example, Shanghai Telecom, China Airline, ABN AMRO Taiwan and CCTV, the BBC of Asia, all use EZactor. EZactor’s fame is now also starting to push into Europe. We are honoured to connect a reputable company like Banksys as our first customer in Europe.”
About Banksys
Banksys was established in 1989 by the Belgian banks and is the result of the merger of the Bancontact and Mister Cash networks. The main task of Banksys is to authorise, secure and guarantee electronic payments. Besides its processing activities, Banksys uses its experience to develop payment terminals and payment applications, such as the banxafe concept and the ‘Mobile banxafe’ payment standard. Banksys also offers a wide range of services to traders and cardholders, such as terminal maintenance and CardStop. Banksys now has approximately 1000 employees. In 2005, Banksys performed more than 986 million transactions on an acceptance network of 120,000 traders. More information on Banksys is available at www.banksys.com.
eSOON and E.Novation
eSOON is the exclusive Professional Authorized Distributor in China for Genesys, the world's No.1 CTI product company. eSOON employs 300 staff and has 200 enterprise customers. The company installed 50,000 customer-service agents of call center seats and possesses approximately 85% of CRM/CTI market in Taiwan, and about 55% in Mainland China, Hong Kong and Macao. Based on years of system buildup experience, eSOON is able to provide customers with the most integrated customer-service and application solutions, including IVR, CTI, CRM and connector systems.
Ad Nederlof, former CEO for Genesys Telecommunications Laboratories, is now Chairman for eSOON and President & CEO for E.Novation. In july 2005, E.Novation signed an Master Agreement with eSOON for the distribution of EZactor in Europe. The European division eSOON Europe joined the E.Novation Group.
E.Novation is one of the few family-run companies in the IT sector and develops and supplies managed services, contact centers and CRM solutions and the related technology and consultancy. The organisation also specialises in the development, hosting, integration and processing of electronic messaging and the related products and services, including those based on the ASP model. The company employs more than 400 staff [275 FTE’s] and is active in the following sectors in Europe: healthcare, transport, logistics and financial services. E.Novation works for leading companies like Achmea, Heineken, KNVB, RAET, SNS Fundcoach, ECT, Akzo Nobel, Robeco, ABN AMRO, KPN and more than 100 large [government] organisations.
More information is available at www.ezactor.com, www.esoon.com en www.enovation.nl.
Niet voor publicatie
Voor meer informatie kunt u contact opnemen met:
Solid Ground PR with a Twist
Ineke Tiesinga
+31 (0)20 419 8400
enovation@solidground.nl
E.Novation Group B.V.
Jeroen Nagtegaal
+31 (0)10 288 1680
jeroen.nagtegaal@enovation.nl
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