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May 12, 2004
Onyx Software introduces Advanced Features in the New Release of its Local Government CRM Offering
eShop has evolved into Onyx OneServe 5.0 and adds new process automation and intelligent call scripting to help councils optimise business processes across all service lines
Onyx OneServe 5.0 offers councils of any size a comprehensive portfolio of capabilities and modules, and combines aspects of the previous eShop local government CRM solution with the powerful new capabilities introduced in the latest release of Onyx's Enterprise CRM product, version 5.0. Among the new features are intelligent call scripting, business process automation and seamless inbound and outbound email management, plus a range of modules that help councils improve the customer experience still further.
"I'm impressed with the speed at which Onyx can deliver product tailored to local authority needs," said Rod Matthews, Head of ICT at Knowsley Metropolitan Borough Council. "We have already identified significant cost savings in just two areas where we have implemented Onyx CRM and we are keen to start seeing the benefits of the new OneServe 5.0 in other service areas as quickly as we can. OneServe is a milestone product that embraces the challenge of delivering excellent services."
"Onyx is 100% committed to continuing to innovate within our Public Sector portfolio," said Calum Nobles, Director of OneServe Product Development. "The product roadmap ahead of us is extremely exciting and we are privileged to be working with some of the most visionary councils in making sure our products do exactly what they want them to do now and in the future."
OneServe will give local authorities access to more tools to help them streamline their council processes, increase the speed and accuracy of enquiry resolution, and ensure all levels of management have a detailed view of departmental and council performance metrics.
Authorities can now:
- create intelligent scripts to guide customer service representatives in call centres or one-stop-shops through what can be complex or sensitive customer interactions;
- track and manage incoming email enquiries and create professional automated responses; and
- automate simple or complex business processes to enhance usability and enable the CSR to focus on customer service rather than on navigating through data entry fields.
About Onyx Software
Onyx Software, 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 for Local Government solution, with versions developed specifically for UK and U.S. local governments, is being used by more than thirty local authorities across the globe including Knowsley Metropolitan Borough Council, Worcestershire County Council, Highland Council and Cambridgeshire County Council. The solution, which includes a desktop for call centre representatives, a citizen self-service portal and a robust reporting package, is helping local authorities share vital citizen-centric information across departments to provide higher levels of service, reduce operational costs and maintain accountability for departmental programs and services. Forward-Looking Statement
| Contact: |
Jo Bateman Marketing Manager, EMEA Onyx Software 01344 322000 jobateman@onyx.com
Natalie Bonney or Charmaine Coutinho |
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