Dassault Systèmes Introduces EXALEAD OneCall to Transform Customer Interactions into Business Growth

Information Intelligence Application for Contact Center and Frontline Sales Agents Lowers Average Call Length and Increases First-Call Resolution Rates

VELIZY-VILLACOUBLAY, France — (BUSINESS WIRE) — July 11, 2013Dassault 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.

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 customer-facing agents with the data and information they need to succeed when interacting with well-informed 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, multi-channel 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

About Dassault Systèmes

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 Systèmes’ 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.


Dassault Systèmes
Press Contacts
Corporate / France
Arnaud MALHERBE, +33 (0)1 61 62 87 73
Email Contact
Elena FERNANDEZ, +1 (978) 442-2790
Email Contact
Virginie BLINDENBERG, +33 (0) 1 61 62 84 21
Email Contact
Grace MU, +86 10 6536 2288
Email Contact
Jahyun AHN, +82 2 3270 7893
Email Contact
Yukiko SATO, +81 3 5442 6445
Email Contact
Seema SIDDIQUI, +91 1244 577 100
Email Contact
AP South
Tricia SIM, +65 6511 7954
Email Contact

Review Article Be the first to review this article
CST Webinar Series


Featured Video
Manager, Field Applications Engineering for Real Intent at Sunnyvale, CA
Upcoming Events
SEMICON Europe at Grenoble France - Oct 25 - 27, 2016
ARM TechCon 2016 at Santa Clara Convention Center Santa Clara CA - Oct 25 - 27, 2016
Call For Proposals Now Open! at Santa Clara Convention Center, Santa Clara, CA California CA - Oct 25 - 27, 2016
DeviceWerx - 2016 at Green Valley Ranch Casino & Resort Las Vegas NV - Nov 3 - 4, 2016
S2C: FPGA Base prototyping- Download white paper

Internet Business Systems © 2016 Internet Business Systems, Inc.
595 Millich Dr., Suite 216, Campbell, CA 95008
+1 (408)-337-6870 — Contact Us, or visit our other sites:
AECCafe - Architectural Design and Engineering TechJobsCafe - Technical Jobs and Resumes GISCafe - Geographical Information Services  MCADCafe - Mechanical Design and Engineering ShareCG - Share Computer Graphic (CG) Animation, 3D Art and 3D Models
  Privacy Policy