Leroy Merlin the French number 1 and international leader in “Do-it-yourself” and home improvement retail, operates a Technical Assistance contact center to assist their customers all along the sales cycle, from advices in their early project definition to technical product helpdesk. 

In 2007, Leroy-Merlin undertook a large call center improvement project, including a new telephony platform, a CTI solution, a self-service IVR, all integrated with a brand new tailor-made CRM application. Valérie Nève, manager of the Leroy-Merlin Contact Center, will share her experience in the implementation of the new self-service IVR application, used among others to identify callers, to qualify call reasons, to publish dynamic information, to access personal records , and to manage call back requests.

VDAB is the Belgian regional employment administration for Flanders. The IVR provides a voice portal for inbound call attendance and routing, which  although allows to have access to self-service transactions (such as ordering of training vouchers). It' based on a Genesys platform and  integrated by NextiraOne.

Coface, subsidiary of Natixis and the Group Banque Populaire, is one of the three world leading providers of enterprise information and credit management services, with 85,000 customers and 4,850 employees. 

Its French leading branch Coface Services, operates a multi-services customer contact centre located in Lyon, running on an Alcatel OmniPCX Enterprise communication platform managed by a Genesys Express Multimedia Contact Center Solution. The system, implemented by NextiraOne, includes an IVR system  based on a Genesys GVP platform intalled with Acapela Text-to-Speech engine, runs VoiceXML based applications managed by the DB Scape VocaBase software.

Banksys, founded in 1989 by the Belgian Banks further to the merger of Mister Cash and Bancontact, provides inter-bank services for retail Electronic Funds Transfer (debit, credit and purse cards, other technologies) . Banksys counts today more than 1.000 employees and treated, in 2005, more than 986 million transactions.

Banksys selected the VocaBase software from DB Scape as the Voice Application Management Software for the revamping of their call center IVR system that automatically attends and routes calls coming from cardholders and merchants.
The purpose of this project integrated by Nextira One on a Genesys Voice Platform is to facilitate the maintenance of the application by the end-user while providing at the same time new speech-enabled self-service transactions to their customers. VocaBase is integrated with the Genesys CTI application, the Banksys corporate payment system running on NonStop (ex Tandem) servers through an IBM Websphere MQ interface and a corporate Oracle Database server.

Etude de cas / Case study

RedCats is world Nr.3 in Home Shopping. Member of the group Pinault Printemps Redoute, RedCats boasts a stable of world-renowned home shopping brands like La Redoute in France.

VocaBase has been selected as voice application design and operation tool for the on-line ordering interactive voice response services for their Specialty Catalogues including Vertbaudet, Somewhere and Cyrillus.

A first application went live for Vertbaudet on an outsourced VoiceXML platform managed by Eloquant and interacts with RedCats host ERP application through web-services.

Etude de cas / Case study

Direct Assurance, subsidiary of the AXA group is France's leading direct car insurance company.

DB Scape delivered two VocaBase applications on a Genesys Voice Platform:

• a speech-enabled automated attendance for inbound calls routing related to claims
• a selfcare access to personal records of prospects during the sales process.