Since 1997, INTRACOM TELECOM has established a strategic partnership with Genesys for the implementation of state-of-the-art contact centers in Greece, South/East Europe and Middle East & Africa. Today, there is a long track record of contact centers successfully implemented by INTRACOM TELECOM in the Telecommunications and Banking sectors. More than 3000 agents, in 10 different countries, are running their daily operations using the Genesys suite of products implemented by INTRACOM TELECOM, in 30 sites. This open and scalable solution aims to improve customer experience and the agents' efficiency. TIM Hellas contact center, build in 1999, uses Genesys software to manage routing of all incoming calls, support outbound marketing campaigns and enable self-service via voice portal. The Genesys suite, provides unique benefits for TIM contact center agents, including call identification and routing features that recognize the customer, segments the call based on customer type (i.e. consumer or business, subscription or prepaid) and transfers the call to the appropriate agent. In addition, it enables automated outbound marketing campaigns and supports customer self - service interactions with voice portal. This system bridges front and back office information, giving agents a 360-degree view of customers, an important aspect to differentiate TIM's customer service. INTRACOM TELECOM in cooperation with Genesys and TIM is continuously enhancing the capability of the contact center enabling a consistent, efficient and superior experience for TIM customers.

About INTRACOM TELECOM
INTRACOM TELECOM is a subsidiary of INTRACOM HOLDINGS, one of the largest multinational Groups in Greece. The company is a leading telecommunications equipment vendor and solutions provider for fixed and mobile operators. The company delivers end-to-end future proof solutions, implements large-scale turn-key projects and provides a wide range of professional and outsourcing services to telecommunications operators. INTRACOM TELECOM operates subsidiaries in 12 countries and, together with them, is active in 60 countries, strategically aiming to the area of South Eastern Europe, Middle East and North Africa.

About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel company, is 100 percent focused on software for contact centers. Leading companies in the Global 2000 and Fortune 1000 use Genesys to deliver interactions that drive better business. With 3000 customers in 80 countries, Genesys directs more than 100 million customer interactions every day. Genesys allows enterprises to achieve key business objectives by tying together customer interactions, people, and customer information in both traditional telephony and IP environments. Sophisticated routing and reporting across voice, e-mail, documents and Web interactions, coupled with integrated self-service, ensure that customers are quickly connected to the right resource - the first time. Genesys solutions stop customer frustration and allow enterprises to deliver superior customer satisfaction and improved business results. For more information visit us at www.genesyslab.com.

About TIM
TIM Hellas Telecommunications SA is at the forefront of mobile communications in Europe and its brand stands for innovative products and services. Its offer in the Greek market features specialized solutions for individual consumers as well as enterprises. TIM Hellas's 2G network provides 99,4 population coverage all over Greece while its 3G network is being deployed to all major Greek cities introducing TIM's customers to a new era in mobile communication. TIM is a Trademark and Name licensed by TIM Italia S.p.A.