From CRM internet eNabled Call Centre to the Anymedia Customer Information Centre – interview by Niels Kjellerup, Editor & Publisher Call Centre Managers Forum 28.04.00

In this first exclusive interview since Lucent Technologies on March 28^th announced the formation of its New Enterprise Networks Group MD, South Pacific Region, Steven R Weeks (Click here for BIO & Photo) shares the vision of the future of today’s call centres and where Lucent technologies is headed with its new organisation.

Summary: (Interview in full click here)

• The New Enterprise Networks Group of Lucent Technologies (NENG) sees the iCall Centre as the next step towards the Anymedia Customer Information Centre.

• The New Enterprise Networks Group & Lucent technologies will maintain it’s global Number 1 position in the Call Centre Market.

• The New Enterprise Networks Group will enable customers to interact with its suppliers and customers via the communications media & devices of their choice, and receive the same level of service that they traditionally receive over voice.

• The New Enterprise Networks Group is able to provide total eBusiness Solution with its data, voice & infrastructure products.

• The New Enterprise Networks Group will continue to support its small to mid-size customer base This market is being addressed by increasing BusinessPartners teams through its established distribution channels in both Australia & New Zealand.

• The New Enterprise Networks Group is aggressively developing new eNabled solutions for this market including IPES (IP Exchange Systems) suite of products specifically targeted at the IP enabled small to medium enterprise customers.

• The New Enterprise Networks Group includes the Bell Lab’s and is committed to remain a leader in the R&D field has been further strengthened by the re-organisation.

 

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