Oklahoma Gas & Electric Utilizes Genesys Technology
SAN FRANCISCO - Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), announced that Oklahoma Gas and Electric (OGandE), the state's largest electric company, has reaped cost savings and improved customer service with Genesys call center solutions. Using Genesys Voice Platform, Genesys Framework and Genesys Outbound Contact, OGandE was able to provide faster call resolution, implement an advanced self-service offering and reduce operational expenses by more than $350,000 annually.
Based in Oklahoma City, OGandE has a single call center serving the needs of its customers. One hundred customer service representatives handle the 12,000 calls the utility company receives each day on topics such as new service requests, setting up payment schedules for past-due accounts and taking service outage reports. With the implementation of the Genesys software, all calls to OGandE now go directly to the Genesys Voice Platform. "One of the primary reasons OGandE chose Genesys was its open software platform. We weren't required to buy specific hardware or use a proprietary programming language to write the applications," said Kenny Quenzer, technology manager for the electric services business unit, OGandE. "It was very appealing to be able to use our existing hardware, buy any other kind of hardware we want and have our own developers write the software to do what we need."