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 2005
 May 2005 - MST buys Fonomarket in Spain
Press Release Archive
April 2004 - Nest Call Center releases the 2004 version of NestCRM , its Customer Relationship suite of software.
Nest Call Center releases the 2004 version of NestCRM , its Customer Relationship suite of software.
This latest version contains new Business Intelligence functionalities : reporting, multi-campaign management and a speech synthesis module.
Paris, 2 April 2004 – Teletech International, contact center specialist and founding member of the Southern European Nest Call Center network, announces the release of the latest version of its software package "NestCRM".
The software package that is comprised of 6 modules is specifically designed to optimise Customer Relationship Management for call centers and offers a complete solution for all key call center management functions:
- Forecasting and planning of workforce (Nest Forecast module)
- Management and analysis of call flows (NestPilot module)
- Scripts for Customer Service Representatives and real-time access to Knowledge Databases (NestScripting and NestKM modules)
- Control of quality and productivity, with remote supervision functionality (NestVision module)
- Monitoring performance and statistical analysis (NestReport and NestMining modules)
Based on a client-server architecture, this software package has been developed by the in-house software department of Teletech International: a team of CRM specialists with call center expertise.
NestCRM can be implemented for all types of call center services (order taking, after sales service, Hot Line, inbound and outbound campaigns), regardless of the industry and communication channels (e-mails, SMS, phone and regular mail).
NestCRM is a fully adaptable solution that can be tailored to the clients' specific requests. It is therefore perfectly suited to easily follow the progression of projects. The package has an open technology which means that it can easily communicate with and be connected to industry software standards as well as other in-house developed software packages.
Since 1998, the official release and usage in a call center of NestCRM, the package has continued to evolve. Particularly with the integration of the Knowledge Management module in 2002.
"Today, our solution proved successful and convinced several multinational companies such as the Total group. For instance, we created and integrated extranets for our clients to allow them to have remote access to statistics and all relevant files concerning their operations" states Emmanuel Mignot, CEO and Chairman of Teletech International.
"This software product is a direct result of our expertise as a pioneer of the French Call Center market. Our very ergonomic software suite, allows our Customer Service Representatives to be more efficient in their customer contacts and it offers them, as well as our clients, a powerful decision making tool. The front-office interface shows all pertinent information and it has been specifically designed and tailored to each specific project. Our clients benefit from all the advantages relative to in-house developed software, especially concerning costs and roll out periods"
Business Intelligence and reporting modules for a better analysis
Being very comprehensive, NestCRM also contains marketing functionalities. The Business Intelligence module is connected with a relational database which, thanks to its segmentation functionalities, enables its users to predict consumer behaviour and to determine their profiles. Thanks to this tool, it is now possible to better understand prospects and clients (buying behaviour, loyalty etc..), and subsequently better anticipate their needs and expectations. The results obtained can be visualised with graphs and are easily exported in several formats.
Another interesting functionality allowing analysis of call center operations: the Nest Report module. This module makes it possible to create statistics and measure performance of Customer Service Representatives and production sites, it is very ergonomic and easy to use, even by people without any IT background.
Optimisation of resource allocation and its management
Among the new functionalities of the 2004 version of NestCRM: the multi-campaign management function, based on an HTML technology. This gives supervisors the possibility to multi-task their Customer Service teams and as a result conserve resources.
The new version of NestCRM also consists of a fully integrated speech synthesis module. Certain types of information are automatically transmitted allowing the Customer Service Representatives to use their time for more complex tasks.
The NestCRM suite is either sold entirely or per module.
About Nest Call Center and Teletech International
The Nest Call Center services are marketed by Teletech International of France. The Nest Call Center network provides localised multichannel contact center services specialising in the Southern European area and languages and is the first outsourcer to propose a comprehensive solution for the French, Italian and Spanish markets. Since its inception in 1993 in France, Teletech International has focused on offering a high quality level of service via local contact centers which feature the lowest industry staff attrition rate, mono-linguistic dedication and continuous staff training. The local approach allows multinational companies to implement global CRM strategies on a local level in an effective and highly profitable way.
Nest Call Center's recognition of the distinct cultural differences in the European marketplace has proved successful for those clients who wish to strengthen their customers' loyalty while providing a high level of contact quality. Their know-how in contact center technology coupled with outstanding HR practices provides the highest degree of service levels available.
The Nest Call Center network has been developed since mid-2001 at the initiative of one of France's foremost call center entrepreneurs. It currently comprises a total of 20 centers: 7 centers in France, 9 centers in Italy, 3 centers in Spain and 1 offshore center in Morocco.
The network serves clients among the largest international corporations such as Alfa Romeo, Citibank, Lloyd Adriatico, Unicredito, IBM, petrol company Total, the French railway company SNCF, SONY, Epson, Fujitsu-Siemens and Panasonic.
Press Contact:
Marie Line GEORGES
10 Avenue Ledru Rollin - 75012 PARIS
Tel. : +33 1.53.46.00.06 – Fax : +33 1.44.74.70.66
Email : mgeorges@teletech-int.com
March 2004 - CNP Assurances entrusts the management of its call center overflow to Teletech International - founding member of the Nest C...
CNP Assurances entrusts the management of its call center overflow to Teletech International - founding member of the Nest Call Center network.
Paris 29 March 2004 – CNP Assurances, the leading consumer insurance company in France, chooses Teletech International's call center solution for the overflow management of its inbound calls.
Teletech International, founding member of the Nest Call Center network in Europe, will provide CNP a state of the art call center in Toulaud (2h15 by TGV from Paris) plus a team of 50 Customer Service Representatives (CSR's). These CSR's, all connected to the information systems of CNP (data- and knowledge management bases), will supply CNP clients with all product information and their related tax implications. The CSR's are also able to access the clients' contracts and manage the information they contain such as: address information, account statements and invoice copies.
According to Gérard Cuzin, Consumer Services Director at CNP: "Teletech International showed us they have the most transparent and structured organisation. With them, we really had the feeling we were going a step further in the professionnalisation of contact centers. Their internal software development department designed a very efficient technical solution, particularly for the management of call centers, with a detailed reporting of the operation as well".
"Both our teams have worked perfectly together", explains Emmanuel Mignot, CEO and Chairman of Teletech International: "The team, hired mainly on long term contracts, has been successfully trained by Teletech International on call related Customer Relationship Management and on tools and procedures specifically designed for this project. CNP trained our employees on its products and services and on all tax related issues. Even with an extremely short timeline and a considerable workload, the project was successfully implemented, without exceeding the deadline".
Moreover, adds Gérard Cuzin: "We required a specific Human Resource policy of our partner". At Teletech International, specific attention is given to permanent training as well as the personal development of all employees.
The platform, located in a very pleasant area, is spacious and well equipped. The workstations are of a very high standard.
We had some doubts whether the labour pool would be sufficient but we have noted that Teletech International is a real sourcing expert in this field. The level of competence of the personnel is really high and some of the employees even have a professional degree in Insurance".
About CNP Insurances
CNP Insurances is, since 1991, the first consumer insurance company in France with a revenue of 19,46 billion euros in 2003.
As an expert in insurance for over 150 years, CNP is renown for its industry expertise. Listed on the Paris Stock exchange since October 1998, CNP offers a wide range of services in the three major market segments of personal insurance: savings, retirement products and contingency funds. CNP, with all these years of experience can now assure its clients the best risk management by continuously developing individual and collective insurance products and services, adopted to the latest market trends and needs.
In a constantly changing environment, CNP anticipates the changes in the social climate, especially concerning retirement, risks, health insurance and people assistance.
About Nest Call Center and Teletech International
The Nest Call Center services are marketed by Teletech International of France. The Nest Call Center network provides localised multichannel contact center services specialising in the Southern European area and languages and is the first outsourcer to propose a comprehensive solution for the French, Italian and Spanish markets. Since its inception in 1993 in France, Teletech International has focused on offering a high quality level of service via local contact centers which feature the lowest industry staff attrition rate, mono-linguistic dedication and continuous staff training. The local approach allows multinational companies to implement global CRM strategies on a local level in an effective and highly profitable way.
Nest Call Center's recognition of the distinct cultural differences in the European marketplace has proved successful for those clients who wish to strengthen their customers’ loyalty while providing a high level of contact quality. Their know-how in contact center technology coupled with outstanding HR practices provides the highest degree of service levels available.
The Nest Call Center network has been developed since mid-2001 at the initiative of one of France’s foremost call center entrepreneurs. It currently comprises a total of 20 centers: 7 centers in France, 9 centers in Italy, 3 centers in Spain and 1 offshore center in Morocco.
The network serves clients among the largest international corporations such as Alfa Romeo, Citibank, Lloyd Adriatico, Unicredito, IBM, petrol company Total, the French railway company SNCF, SONY, Epson, Fujitsu-Siemens and Panasonic.
Press Contact:
Marie Line GEORGES
10 Avenue Ledru Rollin - 75012 PARIS
Tel. : +33 1.53.46.00.06 – Fax : +33 1.44.74.70.66
email : mgeorges@teletech-int.com
September 2003 - Teletech International, leading french contact center outsourcer and founding member of the Nest Call Center network, has ac...
February 2003 - Acroservizi, Italian member of the Nest Call Center network buys Teleclient from the Fiat Group
September 2002 - Nest Call Center founder sees offshore trend continuing to Morocco |
