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| 25th July 2013, Bangalore |
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| Dassault Systèmes Introduces EXALEAD OneCall to Transform Customer Interactions into Business Growth |
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| Information Intelligence Application for Contact Center and Frontline Sales Agents Lowers Average Call Length and Increases First-Call Resolution Rates |
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| VÉLIZY-VILLACOUBLAY, France - July 25, 2013 - Dassault Systèmes (Euronext Paris:
#13065, DSY.PA), the 3DEXPERIENCE Company, world leader in 3D design software, 3D
Digital Mock Up and Product Lifecycle Management (PLM) solutions, today announced its new
EXALEAD OneCall application. EXALEAD OneCall offers frontline sales agents the best way to
transform customer interactions into profitable business growth. It lowers average call length
and increases first-call resolution rates, leading to efficiency improvements and higher customer
satisfaction. |
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As consumers become better-informed about the purchasing options available to them, the
volume and complexity of questions are increasing. These questions come from multiple
channels, and the data to help answer them is found via many different systems and
technologies. This makes it increasingly difficult for frontline agents to effectively answer
customer questions.
The EXALEAD OneCall application transforms contact center operations by providing customerfacing agents with the data and information they need to succeed when interacting with wellinformed consumers. Whatever the data type or location – Internal (e.g. Customer Relationship
Management or Enterprise Resource Planning systems) or external (e.g. websites or social
networks), structured or unstructured – EXALEAD OneCall aggregates, streamlines, and
delivers rich information ―in context‖ to contact center agents and managers. Faster call
resolution and shorter call lengths are critical for delivering the best service experience possible
and engaging customers.
"EXALEAD OneCall provides our operators with a new level of efficiency in their interaction with
customers. We’ve moved from nine applications to a single interface bringing together all
relevant and in-context information in order to respond effectively,‖ said Mr. Bamba, Managing
Director, Orange Côte d'Ivoire Telecom. ‖Calls are optimized and handled more smoothly.
Beyond customer satisfaction, EXALEAD OneCall has also allowed us to reduce the cost of a
call by about 30 percent!"
Powered by Dassault Systèmes’ 3DEXPERIENCE platform, this new agile business application
is complementary to existing Customer Relationship Management software. It brings all relevant
information about the customer and the sold products directly to an agent’s desktop in a
simplified way, such as natural language and semantic discovery, customer history, multichannel look-up, and contextual cross-selling/upselling. The EXALEAD OneCall application also
offers a number of highly-useful operational tools to managers, including single screen viewing
of team and agent activities, real-time operational dashboards and analytics, as well as
consolidated KPI and trend reporting.
With EXALEAD applications, Dassault Systèmes is delivering data intensive business
discovery applications to industries which are becoming increasingly socially networked and
enabled. Our customers are looking for a true, multi-channel, 360 degree view of their
customers that is complementary to existing siloed solutions,‖ said Laurent Couillard, CEO,
EXALEAD, Dassault Systèmes. ―We worked closely with our customers to develop a unique
solution to help them positively engage more customers more quickly and close more business.
EXALEAD OneCall is currently available. Local resellers and systems integrators already selling
or installing it include Business & Decision, Capgemini, Dahu, DTI Management AG, Keyrus,
Kerensen Consulting, Keyrus Tunisie, Micropole, Persistent Systems, PUMACY Technologies
AG, Raqmiyat LLC, ST Groupe.
For more information, visit: www.exalead-onecall.com
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| About Dassault Systèmes |
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Dassault Systèmes, the 3DEXPERIENCE Company, provides business and people with virtual universes to imagine
sustainable innovations. Its world-leading solutions transform the way products are designed, produced, and
supported. Dassault Systèmesâ collaborative solutions foster social innovation, expanding possibilities for the virtual
world to improve the real world. The group brings value to over 170,000 customers of all sizes, in all industries, in
more than 140 countries. For more information, visit www.3ds.com.
CATIA, SOLIDWORKS, SIMULIA, DELMIA, ENOVIA, GEOVIA, EXALEAD, NETVIBES, 3DSWYM and 3D VIA are registered trademarks of Dassault Systèmes or its subsidiaries in the US and/or other countries.
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| About EDS Technologies Pvt.Ltd. |
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EDS Technologies Pvt. Ltd. (EDST), established in 1995, is the largest PLM and Real-Time Visual Simulation solutions provider in India, with its corporate office in Bangalore and having direct presence in Chennai, Gurgaon, Noida, Hyderabad, Coimbatore, Pune, Trivandrum, Mumbai, Kolkata and Ahmedabad. EDST, an established Value added reseller with global leaders like Dassault Systemes, Presagis, VT-MAK provides PLM and 3D Visual simulation COTS solutions, PLM Training and Trained on-site resources bringing in the most complete solution for any size and type of industry.
EDST's differentiation is its domain expertise, consultative approach and hands-on understanding of customer requirements required to drive successful implementations with world class training and technical support. Having more than 17 years of experience, EDST has the largest customer base in the Indian market with more than 1000 customers from aerospace, automotive & supply chains, industrial machinery, high-tech and electronics, railways, infrastructure, consumer packaged goods, engineering service providers, defence, research and education sectors.
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| For more information log on to www.edstechnologies.com |
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