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Onyx Adds Powerful Computer Telephony Capabilities To Leading CRM Solution
Onyx CTI 1.5 Boosts Call Resolution Rates And Decreases Handle Times For Greater Business Productivity
Onyx CTI 1.5's comprehensive telephony system softphone functions are integrated out-of-the-box with the rich capabilities of the Onyx Customer Management portfolio providing cross-sell/up-sell, email management, intelligent call scripting, knowledgebase access, work ticket management, and business process automation, based on a common user interface and customer database.
Agents use Onyx CTI 1.5 to gain single-screen access to all the caller information necessary to take decisive action--increasing first-call resolution rates, decreasing handle times for greater business productivity, and improving customer satisfaction.
New features and functionality of Onyx CTI 1.5 include warm conference and transfer, allowing agents to consult with peers prior to routing customer calls for further assistance.
Additional highlights of Onyx CTI 1.5 include:
- Flexible functionality with easy configuration to accommodate agent needs, changes in workflow and permissions-accommodating the dynamic nature of contact centers without additional coding;
- Customer information that "follows" calls for a smooth, professional service experience;
- Screen pops with customer information and guided interaction scripts that reduce agent search, transaction and training times;
- An intuitive interface for easy call transfers, conferences and overall handling, even for new agents.
- A refresh button that enables users to quickly re-synch with the CTI system, an especially useful feature in high-volume environments.
"As our research clearly shows, companies have focused too heavily on technology in their contact centers and haven't paid enough attention to key process and performance measurement changes," said Richard Snow, vice president and contact center performance management research director at Ventana Research. "Companies need to properly evaluate their customer-facing processes and provide call center representatives with supporting technologies that allow them to execute processes that improve operational effectiveness. Only in this way can they raise customer satisfaction and generate new business opportunities."
"The contact center is constantly changing and businesses need powerful, flexible CRM tools that continually provide greater productivity, decreased costs and enhanced service," said Todd Chambers, chief marketing officer, Onyx Software. "Onyx CTI 1.5 empowers both experienced and new contact center agents to handle more interactions in less time, manage complex inquiries across multiple channels, maximize sales opportunities and be more productive overall. With its flexible functionality, Onyx CTI 1.5 also easily adapts to changes, allowing businesses to respond quickly to new demands and opportunities."
Onyx CTI 1.5 integrates easily with leading CTI platforms and a variety of CTI Connectors are available for telephony and interactive voice response system including Aspect, AVAYA, Cisco, Genesys, Mitel and Nortel.
About Onyx SoftwareOnyx Software Corporation (NASDAQ: ONXS) is a worldwide leader in customer management and process software for mid and large size enterprises. Onyx provides flexible solutions that enable organizations to automate, manage, and evolve their customer processes quickly and cost-effectively for strategic advantage. By providing an integrated suite of customer process automation applications encompassing customer management, process management, and analytics capabilities, Onyx enables enterprises to reduce costs, increase productivity and grow revenue. Major companies are aligning their customer-facing departments and managing their customer processes with Onyx software - companies such as Amway Corporation, Mellon Financial Corporation, The Regence Group and State Street Corporation. 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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