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May 3, 2004
Onyx Releases New Edition of Contact Center CRM Solution
New business process automation and intelligent call scripting capabilities help contact centers optimize business processes
The new version of Onyx's Contact Center solution incorporates powerful new capabilities introduced in Onyx Enterprise CRM 5.0 including intelligent call scripting, business process automation and seamless email management. Onyx's Contact Center solution offers organizations a complete portfolio of capabilities including cross-sell / up-sell, customer surveys, knowledgebase access, web self-service and work ticket management, and CTI integration with leading vendors, such as Aspect, Avaya, Concerto, Genesys, and Interactive Intelligence.
"The scripting capabilities in Onyx are extremely powerful," said Brad Cackler, Vice President of IS, Timberline Software. "The potential to drive even better integration and efficiency across Customer Support, Sales and Marketing is outstanding."
"Effective execution of your contact center business processes is critical to generating true competitive advantage. Your unique processes determine the customer experience you offer, and dictate your cost of doing business," said Ben Kiker, Senior Vice President and Chief Marketing Officer, Onyx Software. "The new capabilities in our Contact Center solution can help you optimize these business processes, dramatically increasing the productivity of a contact center's service professionals. Whether the contact center agent is making an outbound sales call or answering an inbound service request, Onyx helps those agents capitalize on every interaction with the customer."
With this release, organizations will have more tools to significantly streamline business processes, reduce agent training time, and increase agent productivity. Organizations can:
- Create intelligent call scripts to guide telesales, service, or support agents through a specific real-time customer interaction
- Assist agents in real-time decision making through the use of prompts, rules, and dynamic information delivery
- Ensure agent efficiency and productivity and increase the likelihood of cross-sell or up-sell activity
This version of the Onyx Contact Center solution also includes new email management capabilities that facilitate sending, tracking, and the ongoing management of customer-related emails within the Onyx CRM system. From within Onyx, users have all the capabilities to compose professional messages from a customer record, include attachments, and use merge templates ensuring consistent customer communications. More importantly, organizations are able to capture a continuous threaded dialogue to keep track of all channels of communication in chronological order.
With over 1,000 customers, Onyx solutions are used by service, sales and marketing organizations ranging from medium-sized businesses to the world's most recognized brands, including American Express, Amway, and ntl. While these companies range in size and vary in their geographic location, they share one common need - the need to cost effectively model processes to provide a more intimate level of customer service where every interaction counts. The Onyx Contact Center supports this objective by offering a rich portfolio of capabilities including business process automation, cross-sell / up-sell, email management, intelligent call scripting, knowledgebase access, web self-service and work ticket management. The Onyx Contact Center also integrates with the world's leading CTI platforms.
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 Corporation, 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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