Cologne, 10 May 2006

With around 41.2 million narrow-band connections and 7.9 million broad-band connections, T-Com is one of Europe’s largest fixed-net operators. With immediate effect, T-Com is deploying VoicInt’s GAdvance Web Enterprise Monitoring (WEM) for real-time monitoring in its contact centers. The solution from Cologne-based VoicInt Telecommunications was chosen after several months of evaluations. GAdvance WEM provides simultaneous display of all indicators from telephony, ACD (Automatic Call Distribution) and CTI (Computer Telephony Integration) systems, together with any additional relevant data sources, using a standard Web browser. Unlike other solutions, GAdvance WEM avoids proprietary technologies and plug-ins: it is based purely on HTML and ECMA Script.

T-Com’s goal is to deliver optimal service to its customers. This requires constant real-time management of contact center resources. To achieve this, it is essential to have accurate up-to-date information on:

• Service levels
• Wait times
• Agent availability
• Technical performance, for example usage levels of telephony trunks

VoicInt, together with Genesys, has developed a solution which allows T-Com to display individually tailored data on every user (Team-leader, Agent, etc) in a Web browser. The product also meets T-Com’s exacting security standards.  Based on the positive results of a pilot phase, T-Com has contracted with Genesys to roll out the solution in its live operations.

Michael-Maria Bommer, former Managing Director of Genesys D/A/CH, said: "T-Com is using our technology to operate one of the most complex contact center infrastructures anywhere in the world. GAdvance WEM provides operational diagnostics, which are often vitally important in this domain. We have a very close technical and business partnership with VoicInt Telecommunications, and together we can offer our customers turn-key solutions which complement our own product portfolios. Monitoring and reporting are often key areas, since they have a direct impact on service quality and cost models. You can only control what you can measure. With GAdvance WEM we are delivering a future-proof solution for T-Com, deeply integrated with our own product but also open to 3rd-party systems."