According to Alcatel-Lucent, ZON is now implementing phase two of this project, which consists of developing new customer service capabilities.

Alcatel-Lucent will create a new customer service platform for Zon Multimedia, using software from its subsidiary Genesys Telecommunications Laboratories, to enhance the customer experience.

The new platform is expected to integrate all Zon's inbound and outbound communications and create new self- and assisted-service channels for its customers, incorporating additional types of media, such as email, video and chat.

Zon will also be leveraging Alcatel-Lucent's project management capabilities, consulting and design strengths, and software integration experience to support their end-user focused strategy.

Adolfo Hernandez, president of Alcatel-Lucent's activities for Europe Middle East and Africa, said: "We are delighted to be working with Portugal's leading cable pay TV operator and look forward to building a long, successful partnership. Increasingly, companies which focus on creating great customer experiences are incorporating a great self-service environment as part of their strategy for stopping customer frustration."

A service of YellowBrix, Inc.