SNCF, the French National Railways Company, chooses EADS TELECOM to renovate its Call Centers for telephone information and sales
Paris, le 06 mai 2002
A high performance solution intended for over 2000 agents at 38 sites
By reason of its expertise in Call Centers, EADS TELECOM won the largest project in this field with the M7480 Contact Center solution in a joint contract with the company CS SI, which will provide operational monitoring.
SNCF’s "Ligne Directe" (Direct Line) service, Tel : 08 92 35 35 35, its telephone information and sales center, provides customers with information on train schedules and fares for the Grandes Lignes (Major Lines) and Express régionaux (Regional Express) trains, and also accepts reservations and purchases for tickets and services (Train + Hotel, Train + Car Rental), as well as free home ticket delivery. The service takes 35 million calls each year.
Once the call for tenders was made in August of 2001, SNCF notified EADS TELECOM of its purchase and deployment of a call center for over 2000 telephone sales agents at 850 sales terminals, installed at 38 sites and grouped in nine router islands: Paris, Bordeaux, Lille, Lyon, Marseille, Nancy, Nantes, Rouen and Toulouse. Each router island is now equipped with an EADS TELECOM PABX M6550, integrating a M7480 Contact Center solution, complemented by 2 to 6 transported sites equipped with PABX M6501s.
The choice of a Multimedia Call Center, open to CRM
One of the Parisian sites will integrate the mail/fax management module of the M7480 Contact Center and will be coupled with a Coheris CRM application. All of the sites on the "Ligne Directe" network will be coupled with the Calabrio planning solution.
The design of the M7480 Contact Center, which is natively open to CRM and ERP applications, will greatly facilitate the integration of customer relation management software.
Deployment is due to begin in mid 2002 and will be completed in 2003.
Functioning of the Ligne Directe Network
The first step in call processing is completed in the front end of the call centers through the intermediary of an interactive voice response system hosted by a service provider. The call is rerouted to the "Ligne Directe" network according to the customer’s choice and the availability of telephone sales agents.
Customer phone calls will arrive at the nine router islands, which are the "hearts" of the M7480 Contact Centers, providing management and connection functions. There are over thirty local centers, which constitute the transported peripherals connected to the router island.
Call rerouting for the entire network is managed according to the skills required and the need for balancing the influx of calls on the network.
M7480 Contact Center, a flexible solution already used by SNCF
The M7480 Contact Center solution will enable SNCF to monitor communication both regionally and nationally (statistics and supervision). The solution’s flexibility and its ergonomics will facilitate SNCF’s future progress in integrating multimedia flow.
SNCF had already chosen EADS TELECOM; the M7480 Contact Center solution had already equipped three sites since 2001: the "SNCF Grandes Lignes" helpdesk in Nantes, the "voyages-sncf.com" website and "CNC Transports," a subsidiary of SNCF.
EADS TELECOM’s expertise recognized
According to Jean Denis Garo, Director of Call Center Marketing, "For this project, SNCF will have the benefit of the most cutting-edge M7480 Contact Center technology which, in its latest version, makes it possible to manage multi-site Call Centers with over 1500 agents. The fact that SNCF chose us reaffirms our strategy for the acquisition of market shares in the field of major call centers in Europe. Their choice demonstrates EADS TELECOM’s ability to be a major player in the multimedia contact center sector."
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EADS TELECOM is the global Center of Excellence for telecommunications of the EADS Group, the leading Aeronautics, Space and Defence Company in Europe and second worldwide.
EADS TELECOM is a supplier of turnkey telecommunications networks based on civil technologies for the Security, Defence and civil markets with a complete range of solutions, "Connexity", whose common denominator is security.
EADS Telecom benefits from expertise in the fixed and wireless digital telecommunication fields in IP environments, using proven civil technologies, as well as security on information systems. Thanks to the Tetrapol technology, EADS TELECOM is the world leader in the field of secure digital radio networks, with 58 networks in 28 countries, including 10 networks with national coverage. With Succession/6500 solutions, EADS TELECOM is the global leader in IP Telephony.
With a local presence in 12 countries, EADS TELECOM has 3500 employees in Europe, the United States and Mexico; it targets pro forma revenues of EUR 816 million worldwide in 2001.
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