June 5, 2014
Genesys, a leading provider of customer experience and contact center solutions, announced that NV Energy, an energy holding company serving approximately 1.3 million electric and natural gas customers in Nevada, has selected Genesys to replace its entire customer care infrastructure with an integrated, IP-based solution to improve its customer experience and increase customer satisfaction.
In the highly competitive energy market, a key way to win and keep customers is to provide top-notch service, from on-boarding new customers to outage assistance and beyond. NV Energy was replacing an antiquated, TDM-based infrastructure that was composed of standalone subsystems, such as Interactive Voice Response (IVR), that didn't integrate at a software or IP level and required separate administrative support. The company chose Genesys after a competitive review as they offered a fully integrated IP based solution that included IVR as well as workforce management, quality management and outbound call-back services.
The IVR system was especially important in the decision process as a primary goal was improving customer satisfaction through a better self-service experience, allowing customers to complete a service transaction without interfacing with a 'live' agent. The new system is also expected to provide enhanced quality management and reporting capability. A transition from Primary Rate Interface (PRI) to Session Initiation Protocol (SIP) trunking service is targeting lower TELCO costs and a more robust disaster recovery solution in collaboration with Genesys' redundancy features.
NV Energy, working with system integrator Performance Technology Partners, chose Genesys Business Edition in Q4 2013 and plans to roll out its new solution in Q4 2014. The Business Edition is designed for mid-size contact centers that require all-in-one functionality that deploys rapidly, is easy to use, and scales as your contact center grows. With this Edition, customers can choose to run their contact center in the cloud, on-premises with a pre-configured appliance or in a hybrid cloud configuration. The on-premises appliance comes in multiple configurations. Hybrid cloud options allow you to use your existing telecommunications providers while storing sensitive data locally. For more information, please visit here.
'NV Energy is poised to bring its millions of customers a radically better experience, and we are pleased to be their partner of choice to make this change happen,' said Tom Eggemeier, Executive Vice President, Global Sales, Genesys. 'Customer care is so critical to a company's success and the Genesys Business Edition brings innovators such as NV Energy an easy to roll out, all-in-one solution that can bring their customer care to unprecedented levels of consistency and personalization.'
Genesys is the market leader in multi-channel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touch points, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day.
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