Spherix Uses Genesys to Provide Government Agencies with Improved Contact Center Operations
SAN FRANCISCO - November 8, 2005 - Genesys Telecommunications Laboratories Inc., an Alcatel company (NYSE: ALA, Paris: CGEP.PA), today announced that Beltsville, Md.-based Spherix (NASDAQ: SPEX) has implemented the Genesys Voice Platform to support its diverse government client base and for use with the company’s ReserveWorld business line, which provides a central reservation system for federal, state and county park agencies.
For more than 35 years, Spherix has developed custom business solutions for government, healthcare and reservation industry clients. The company specializes in outsourced contact centers and e-business solutions for clients such as the National Park Service, the U.S. Postal Service, the federal Office of Personnel Management, and the Maryland Department of Human Resources.
Genesys provides a common framework to implement high-volume inbound and outbound capabilities with intelligent routing, e-mail and Web chat functionality. Using the Genesys Voice Platform, Spherix has been able to transition many inbound customer interactions to self-service applications and cut back on agent labor costs, saving approximately $1.7 million a year in agent salaries.
Genesys Voice Platform gives customers more self-service options while maintaining quality, allowing ReserveWorld customers to perform much of the park reservation process themselves. In reviewing the process, Spherix found that routine calls could be completely resolved by customers without any agent involvement and without any decrease in customer satisfaction.
To minimize customer wait times, Spherix uses the Genesys contact center suite to collect a caller’s telephone number or other data. The software automatically retrieves database records to immediately identify the customer, determines the priority level, and routes the call to the appropriate agent based on customer needs and agent skill sets. Because of Genesys’ open architecture, Spherix is able to leverage Web services and VoiceXML to integrate voice capabilities with this Genesys framework.
“By selecting Genesys, we have access to the latest contact center offerings and experts who help ensure we are providing our clients’ customers with the best service possible,” said Harkishin Nachnani, IVR/CTI architect, Spherix. “The CTI technology is particularly valuable as it sets our clients apart from other companies that have more antiquated systems that may be frustrating to customers.”
During implementation, Spherix used Genesys University training instead of professional services or outside consultants to install the Genesys Voice Platform and Genesys contact center suite applications for an estimated savings of $100,000 annually. Additionally, Spherix was able to dramatically reduce implementation costs by having its own technical staff install and configure the GVP IVR software with Genesys technical support, eliminating the need for professional service fees.
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.
Alcatel provides communications solutions to telecommunication carriers, Internet service providers and enterprises for delivery of voice, data and video applications to their customers or employees. Alcatel brings its leading position in fixed and mobile broadband networks; applications and services, to help its partners and customers build a user-centric broadband world. With sales of EURO 12.3 billion and 56,000 employees in 2004, Alcatel operates in more than 130 countries.
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