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March 1, 2004
Onyx Software Introduces Onyx CitiServeTM for Local U.S. Governments
Onyx Announces the Development and Release of a Multi-Channel Customer Relationship Management Solution Tailored for 3-1-1 Initiatives
"The 311 call centers being implemented by local governments will serve as the design point for broader public sector CRM initiatives," says Amy Santenello, Government Strategies Analyst at META Group." Onyx CitiServe is a true CRM application that delivers rich functionality and a flexible solution tailored specifically for U.S. local governments. This product helps fill a gap in the market."
Onyx CitiServe serves as a core component of a 3-1-1 infrastructure enabling cities and counties to respond to, track and measure citizen inquiries. Onyx CitiServe is a tightly integrated, multi-channel solution which includes a CRM application for employees to manage citizen requests in a single database; a citizen portal, allowing citizens to log and track service requests online; and reporting and analytics software, providing government officials real-time information on citizen service levels or call center effectiveness in pre-built or easy to create reports, which increases department and program accountability. Onyx CitiServe captures all vital citizen data in a single database helping to eliminate silos of information and unnecessary handoffs between government departments, allowing the city or county to provide more efficient resolution to citizen issues.
"Commercial organizations for years have been leveraging CRM to deliver better service for their customers, said Ben Kiker, chief marketing officer at Onyx. "These customers are beginning to demand that same level of service from their local governments. To meet this demand Onyx has created a product that utilizes best practices from more than 1,000 commercial clients, as well as our local government customers in the UK. Now city and county officials can enhance citizen service levels, reduce costs through operational efficiencies and demand accountability from their services and programs."
Based on the latest generation of Onyx's award-winning software, Onyx Enterprise CRM, Onyx CitiServe provides a web application with which contact center employees can view comprehensive citizen and property information on one page; view a full log of citizen interactions, create service requests and assign tasks to other departments or employees. Employees can utilize robust scripting and workflow features to deliver a consistent high-level of service and track service requests through resolution.
According to Dane Wright, Manager of Strategy and Service Development, London Borough of Brent and Onyx eShop customer, "the quality of service delivery is only as good as the information supporting it. With Onyx we can fully equip our agents with the information they need to ensure that the citizen's experience is one of prompt, informed and appropriate service, enabling us to exceed our targets of accelerating electronic government."
Onyx CitiServe integrates fully with other enterprise applications and existing legacy applications, supports the use of industry-standard tools, and has a highly customizable and open standards interface. The product includes integration adaptors to common GIS and CTI systems, ensuring rapid implementation and low total cost of ownership.
About Onyx SoftwareOnyx Software Corp. (Nasdaq: ONXS), a worldwide leader in delivering successful CRM, offers a fast, cost-effective, usable solution that shares critical information among employees, customers and partners through three role-specific, Web services-based portals. The Onyx approach delivers real-world success by aligning CRM technology with business objectives, strategies and processes. Companies rely on Onyx across multiple departments to create a superior customer experience and a profitable bottom line. Onyx serves customers worldwide in a variety of industries, including financial services, healthcare, high technology and the public sector. Customers include Amway, United Kingdom lottery operator Camelot, Delta Dental, Microsoft Corporation, Mellon Financial Corporation, The Regence Group, State Street Corporation and Suncorp. More information can be found at (888) ASK-ONYX, or info@onyx.com. Forward-Looking Statement
| Contact: | Bob Craig Onyx Software 617-314-6846 |
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