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Generali-Providencia, Hungary's Second Largest Insurance Company,Ensures its own Customer Service with Avaya IP Telephony

06-07-2005

Avaya Inc. announced that Generali-Providencia, Hungary's secondlargest insurance company and part of Generali Holding Vienna AG,has installed an Avaya IP-based customer care solution at itsBudapest-based contact centre.Avaya Inc. (NYSE:AV), a leading global provider of business communications applications, systems and services, today announced that Generali-Providencia, Hungary's second largest insurance company and part of Generali Holding Vienna AG, has installed an Avaya IP-based customer care solution at its Budapest-based contact centre. The new multimedia contact centre will enable Generali-Providencia to improve levels of customer service and response rates, enabling it to expand its business across all areas of insurance, including home, life, car and pets.

Previously, Generali-Providencia's contact centre could only deal with traditional voice calls; the Avaya system implemented by its Hungarian BusinessPartner Geomant, replaces the old system and will integrate customer contact via e-mail, SMS, WAP, telephone and fax. This will allow Generali-Providencia's contact centre agents to improve the service delivered to customers by communicating with them through their preferred channel.

Also, the system, based on Avaya's Contact Center Express, will enable intelligent call routing: calls will be answered by the agent most qualified to deal with the enquiry. Furthermore, it will improve queue management by bringing additional agents online as call volumes rise, ensuring customers' calls are answered more quickly.

György Szopkó, Head of the Customer Care Centre at Generali-Providencia comments, "The Avaya solution is much more robust than our previous server-based one and it was the only system we could find that would enable us to realise our long term strategy. Coupled with the excellent price:value ratio and the flexibility of the Open Source platform, the Avaya solution suggested by Geomant stands head and shoulders above the competition."

"Generali-Providencia was looking for a sophisticated yet cost effective system that would provide it with competitive advantage in the area of customer service," comments Tony Davies, director of product marketing and applications for Avaya in EMEA. "Contact Center Express will provide Generali-Providencia with advanced contact centre tools using intelligent communications to bring together communications and business applications to better equip its agents and improve call volume management, thereby allowing it to expand its business."

Notes to Editors:
The Avaya system implemented includes the IP Network, Avaya Communication Manager and Contact Center Express. Geomant will provide ongoing maintenance.

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than one million businesses worldwide, including over 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol telephony systems and communications software applications and services.

Driving the convergence of voice and data communications with business applications - and distinguished by comprehensive worldwide services - Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Web site: http://www.avaya.com

About Generali-Providencia
Generali-Providencia Insurance Plc. is the second largest insurance company in Hungary, operating under the umbrella of listed parent Generali Holding Vienna AG. The Generali Vienna Group consists of more than 40 companies in Austria and Central and Eastern Europe. In addition to insurance companies, they include real-estate, holding, financial and investment companies as well as service companies, finance leasing companies, pension funds and a bank.

Generali Holding Vienna AG's principal shareholder is Assicurazioni Generali S.p.A., Trieste. Generali was founded in Trieste in 1831. The Generali Group is the third largest insurance group in Europe. For more information visit the Generali Web site: www.generali.com

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