Briefing Centre Launch
Grand Opening and Press Launch
September 27th 2011
Launch of the Anana Briefing Centre – the world's first testing facility for a 21st Century blended contact centre
£multi-million investment enables companies to 'test before they invest' in multi-channel, multi-media customer engagement – including Twitter and Facebook
Two Fortune 500 organisations sign-up for Genesys social media solutions following demos at new Anana Briefing Centre
"In this industry we repeatedly see Powerpoint after Powerpoint from suppliers who claim that with their help and their product, our contact centres and customer experience could be revolutionised," commented John Reid, Head of Contact Delivery (Customer Services and Operations) at Everything Everywhere. "Our experience of using the Anana Briefing Centre is very different. The main differentiator is the fact that Anana have brought the Genesys solution to life for us, making it a real and tangible experience with the 'test before you invest' approach, which is very refreshing in today's market. The ABC showcases Genesys solutions which are second to none in identifying issues in customer service, and help to improve the customer experience as a result."
Alcatel-Lucent Enterprise today, together with its Value Added Reseller and Systems Integrator (VAR-SI) Partner, Anana, has announced the opening of the Anana Briefing Centre – a major £multi-million, multi-channel and multi-media Customer Engagement technology testing facility, wholly based on Genesys solutions. For the first time, medium- and large-sized companies can fully simulate and test a 21st Century blended contact centre before investing in new technology to manage today's customer interactions which include Voice, SMS, email and Social Engagement via Twitter and Facebook, among others. 
Dave Tidwell, COO at Anana commented: “The huge momentum in social media is forcing organisations to rethink service delivery in ways they had never planned. Most contact centres have spent years focusing on measuring average handle time and writing heavily scripted interactions; now they need to determine the impact on retraining and scaling their front-line resources to add social media to the customer service mix. And they have to do it fast.
“The industry has a lot of work to do to understand the impact of that change on workforce management training and skills,” continued Tidwell. “This is where the Anana Briefing Centre comes in: rather than attempting to impress companies with hours of Microsoft PowerPoint Presentations on Call Centre technology, we have invested in ‘show’ rather than ‘tell’ - allowing our partners and clients to model any current or planned call centre offering or service. It gives companies a full understanding of their blended customer service requirements, not least about social media and how they must tap it, embrace it, monetise it, and use it as an additional channel of communication.”
For more information, please contact: Claire Grant IBA, PR for Alcatel-Lucent Enterprise Tel: + 44(0)1780 721 433 Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
