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Marc JAEGER

Vélizy-Villacoublay

En résumé

Chef de projet et expert Genesys
Je dirige, depuis quelques années, une petite équipe qui supervise l'application Genesys en charge du routage des appels et des emails pour les centres d'appels.

Mes compétences :
Management opérationnel
Alcatel CCD
Centre d'appels
Genesys Voice routing
PHP
Genesys GVP 7.6
Genesys Workforce Management
Genesys Infomart
Genesys Email routing
ITIL Foundation V3

Entreprises

  • Altran - Porject Manager & Genesys Expert

    Vélizy-Villacoublay 2011 - 2015 Drive the team that supports the application Genesys for HP for Alcatel-Lucent. Genesys is a real-time application handling voice callflow and email flow for call centers. This application has an high visibility for the customer. The mission is to support and to adapt the application to customer needs. It includes adding/removing call centers from the system and consultancy for new architecture.

    Company Alcatel-Lucent has 5 call centers spread around the world (India, Canada, Brazil, Poland x2) to handle the end-customer support for the product they sell. These 5 call centers are managed using a centrally configured application: Genesys designed to handle the Call Flow and the Email Flow and provide relevant statistics.

    Call Center are driven (staffed) using Voice self service, Email filters and statistics. The goal is to have as few agents as possible (to reduce the costs) while providing the best end-customer experience.
    * Voice self service is mainly represented by Interactive Voice Responses and the ability to reduce the agent - customer talk time.
    * Email filters and auto-replies are to be setup to avoid SPAM reaching the call center agents, automatic replying to end-customer status requests in the goal again to reduce the agent handling time.
    * Statistics are vital for Call Centers as they reflect the quality of the service provided. While it is usually hard to get the end-customer satisfaction, the call centers are having a number of service level objectives which are
    ** answer 95% of calls in less than 15sec.
    ** have a call abandon rate below a given level
    ** have a customer re-call rate below x%
    ...


    Application Genesys has been chosen by Alcatel-Lucent to drive their call centers for Voice Calls and Emails as it answers to a number of the above requirements.
    HP has been chosen by Alcatel-Lucent to support their complete IT.
    Altran has been chosen by HP to support the Genesys application for Alcatel-Lucent.


    The objective of the mission is to have the Genesys application running as stable and rock-steady as possible given the constraints (International WAN Network, Countries with unstable facilities). While updating the application to keep up with the customer requests (adding/removing Email filters, adapting the call flow to new end-customers, ...)

  • Econocom Osiatis - Expert PHP et Centre d'appels (Genesys, Alcatel CCD)

    Puteaux 2006 - 2011 The goal of the team was to overview the complete Call Center tools needs:
    * Voice routing setup
    * Email routing setup
    * intranets: team planning, knowledge base, wikis, conversation tree, training tools, customer feedback questionnaire, call center statistics, agent performance report, team performance reports...

    The mission was to support and develop the call flow for all 5 Alcatel-Lucent IT call centers requirements (500 agents & 30 supervisors) spread around the world (France, Poland, Brazil, Ireland and India).
    * Installation and support of Genesys tools:
    - Voice Routing
    - Email Routing
    - Real-Time Statistics (Interaction Concentrator, CCPulse+, Stat Servers DB)
    - Historical Statistics (Datamart, Infomart)
    - Development and support of CTI applications (Computer Telephony Integration) for CRM application like Siebel or HP Service Manager,
    - Support of NICE Recording System v8.9 and NICE Perform.
    - Support of Alcatel OXE Call Center Distribution module.

    The mission also required me to integrate a new Call Center into the Genesys Call Routing application, where I acquired the following experiences:
    * Installation of new Voice IVR (Interactive Voice Response) given the customer requirements.
    * Installation of the Genesys Email module from scratch and design of new strategies.
    * Recurring voice and email strategies optimization to enhance the automation as well as to fit to the customer new needs
    * Development of several new tools for supervisors and agents including external archiving of emails, access to call listing and creation of tools displaying in real-time the number of calls waiting and mails in queue in real-time. (PHP integrated intranets)
    * Handling of Genesys integration for new Call Centers (from audit to production through centralized architecture definition, planning of the integration, setup configuration and creation of new strategies to fit the customer requests in term or routing and statistics.)

  • Econocom Osiatis - Expert Unix

    Puteaux 2004 - 2006 Support of Solaris and Red Hat Linux Enterprise for a level 2/3 support of the complete Alcatel-Lucent Unix servers in Europe (~10 000 workstations and ~200 servers).

    Development of Bash scripts and configuration of Samba, NFS, NIS and Sendmail.

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