Corporate-wide advanced data center switching and contact center applications optimize resource utilization across IT and customer service operations
Paris, September 28, 2011 — Alcatel-Lucent (Euronext Paris and NYSE: ALU) today announced it has been selected by Olympus KeyMed, an international leader in the manufacture and supply of specialized medical, imaging and industrial equipment, to deliver a range of communications solutions from its broad enterprise portfolio designed to improve service to its customers and create more efficient communications and collaboration throughout the company.
By investing in network, data center and customer service solutions from Alcatel-Lucent Enterprise, Olympus KeyMed will carry out a network transformation project that optimizes IT resource utilization and application delivery to improve customer service and multi-channel engagement, including voice, email, and web chat for agents. As a result, the company’s 1,200 employees will be able to more effectively serve customers using a managed customer care approach of new media channels hosted on a network infrastructure designed for application efficiency.
“We need a network that would be robust enough to support our six remote sites and give us the ability to easily increase the consistently high-quality level of service our customers are familiar with,” said Michaela J. Samuels, Director of Group Logistics & Supply Chain, Olympus KeyMed Group. “We looked at Alcatel-Lucent’s new network infrastructure portfolio, expanded communications and contact center solutions and saw an opportunity to invest in our future.”
Olympus is known for innovations such as the world’s first gastro camera, the first flexible endoscope with fibre optic image transmission, and the first integrated video system for routine and high definition TV system for endoscopy. Its medical customers include hospitals, clinics and doctors around the world who depend on its products to care for their patients.
Olympus KeyMed wanted to give its employees the tools they need to communicate with and serve its customers more efficiently. Working with independent communications consultancy IG Group, Olympus KeyMed recognized and defined where its communications needs would improve service for its staff and customers.
To specifically address customer service Olympus KeyMed selected Alcatel-Lucent’s Genesys Compact Edition Contact Center solution, which will enable Olympus KeyMed’s contact center agents and technical resources to support customer queries and deliver an improved customer experience. Olympus KeyMed also added Alcatel-Lucent’s data center switching solution, which is based on its Application Fluent Network (AFN) infrastructure. This unique solution provides a complete data center switching fabric that extends the boundaries of the data center through virtualization of the network with an innovative “mesh” architecture design. This reduces costs and allows an enterprise to leverage its IT resources and optimize application delivery to employees across sites and devices.
“We sought a partnership with an organization that understood how we work as a company. With Alcatel-Lucent, they made an effort to listen to our needs and deliver on those, bringing us an end-to-end solution that we believe will meet our customers’ expectations,” Samuels added.
NextiraOne UK, a key partner of Alcatel-Lucent’s and one of Europe’s leading experts in communications system integration services, will deploy and manage the solution.
The network solution
The new network used by Olumpus KeyMed includes the award-winning OmniSwitch 10K Modular LAN Chassis in the core, the OmniSwitch 6900 Stackable LAN switch as a top of rack switch, and the OmniSwitch 6850E Stackable LAN switch at the edge, creating an Application Fluent Switching Fabric for the Data Center. Alcatel-Lucent Genesys Compact Edition Contact Center with CCTeamer and OmniPCX Enterprise Communications Server, MyInstant Communicator, Voice over WiFi.
About Application Fluent Network
An AFN is a simplified, resilient, and low-latency network with built-in security. It uniquely places the “application” as the center point of the network where automated controls intelligently allocate bandwidth to applications based upon business priority. An AFN allows for virtualization of the physical network, has very low power consumption and is compact, reducing costs. In the data center, applications are managed as a service for automated virtual machine mobility and enabling a hybrid cloud model.
ABOUT ALCATEL-LUCENT (EURONEXT PARIS AND NYSE: ALU)
The long-trusted partner of service providers, enterprises, strategic industries and governments around the world, Alcatel-Lucent is a leader in mobile, fixed, IP and Optics technologies, and a pioneer in applications and services. Alcatel-Lucent includes Bell Labs, one of the world’s foremost centres of research and innovation in communications technology.
With operations in more than 130 countries and one of the most experienced global services organizations in the industry, Alcatel-Lucent is a local partner with global reach.
The Company achieved revenues of Euro 16 billion in 2010 and is incorporated in France and headquartered in Paris.
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