Ford HR Selects Genesys Call Center Solution
7 October 1998
Ford HR Selects Genesys Call Center Solution to Enhance Employee Relations; Genesys and PricewaterhouseCoopers Team to Implement Genesys Suite, Version 5.1
SAN FRANCISCO--Oct. 6, 1998--Genesys Telecommunications Laboratories, Inc. today announced that Ford Motor Corp. Human Resources has selected the Genesys suite of computer telephony products for use in its Human Resources Customer Care Center (HRCC).
This center handles 115,000 calls/month from approximately 500,000 Ford employees and retirees. The HRCC marks the first major joint implementation of call-center technology for Genesys and PricewaterhouseCoopers since the announcement in March of a strategic alliance to work together to design and implement call-center solutions for global companies.
With its high volume of calls, Ford Human Resources required a comprehensive computer telephony solution that was easy to use and could be expanded to handle email and other media. Working as a team with Ford, PricewaterhouseCoopers and Genesys were able to deliver the first phase of the project in less than two weeks. Typical full-scale installations can range from two to six months.
"Ford HRCC is committed to the highest level of satisfaction for its employees and retirees who need HR-related issues addressed quickly and efficiently," said Emily Demattia, manager, Ford HRCC.
"The Genesys software will contribute to a best-of-breed service center that improves the productivity of our customer service representatives, increases overall call quality and positions us to leverage other technologies in the future."
"Genesys' comprehensive suite best met the complete set of requirements presented by Ford," said Dan Hirschbuehler, partner, PricewaterhouseCoopers. Hirschbuehler heads PricewaterhouseCoopers' Call Center practice.
"Ford has set very high standards for customer service even though this is an internal call center. We have worked closely with Ford to ensure the process, technical and organizational changes meet their objectives, and we feel Genesys provides a key technical component which enables these plans."
"Our partnership with PricewaterhouseCoopers in implementing call-center solutions is proving to be extraordinarily successful, as shown by the Ford application. In a very short timeframe, we were able to provide a high-quality, open-platform product that could communicate with their legacy systems," said Michael McCloskey, president of Genesys.
"Both PricewaterhouseCoopers and Ford HRCC wanted a solution that would truly improve the effectiveness and efficiency of their call center, and could also grow with them to accommodate future applications such as email."
During the first phase of the installation, 60 customer service representatives in the HR call center in Detroit will use a centrally switched Genesys system to answer insurance- and retirement-related questions for employees and retirees. These "front-line" customer service representatives handle more than 60 percent of the inbound traffic to the center.
In phase two, new functionality, such as business rule-based strategies -- which process and route calls to the appropriate agent
-- and blended media routing -- which integrates an email interface -- will be added to further enhance staff efficiency. When implementation is complete, approximately 250 customer service representatives will use the system.
The Genesys Suite, version 5.1, is the latest version of the company's award-winning call-center software. It consists of two integrated components: an open, scalable, standards-based framework for unifying diverse telephony systems, computer hardware, databases, and desktop applications and a broad suite of inbound and outbound communication management and reporting applications.
About PricewaterhouseCoopers
The Management Consulting Services practice of PricewaterhouseCoopers helps global and national clients maximize their business performance through seamless integration of strategic change, process improvements and technology solutions.
Combining the talents and skills of 25,000 people worldwide, PricewaterhouseCoopers consultants manage complex projects with global capabilities and local expertise, from strategy through implementation. PricewaterhouseCoopers' (www.pwcglobal.com) global network is the world's largest professional services organization, with more than 140,000 people in 152 countries.
About Genesys
Genesys Telecommunications Laboratories, Inc. is an enterprise software company specializing in customer interaction and computer telephony solutions. Genesys' products -- found in call centers of industry-leading companies around the world -- integrate and extend the capabilities of a company's computer, telephony and database systems.
Genesys provides solutions which support multiple media (including voice, data, email and Internet), allowing companies to interact with their customers in the media they choose. Therefore, Genesys helps companies enhance customer service, improve efficiency and productivity, and increase revenues and profits.
Headquartered in San Francisco, Genesys serves over 300 customers in the North American, European, Asia/Pacific and Latin American regions directly from 27 sales offices and indirectly through a select group of industry leading solutions providers. For more information please visit Genesys at http://www.genesyslab.com or call 1-888/GENESYS (in the United States).