JP Financial Selects Genesys
SAN FRANCISCO, CA - Genesys Telecommunications Laboratories Inc., a subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), announced that Jefferson Pilot Financial, one of the nation's providers of universal and variable universal life insurance, annuities and employee benefits, has selected Genesys to enhance its customer service strategy. Jefferson Pilot has purchased the Genesys Enterprise Routing solution, Internet Contact, Outbound Contact, Workforce Management and Expert Contact solutions to achieve a blended communication environment, reduce operational costs and establish a new benchmark in customer satisfaction. Jefferson Pilot chose Genesys for its ability to provide customer profiling and sophisticated routing, ensuring the company can immediately recognize its customers and route them to the appropriate human resource anywhere in the enterprise; and also for its ability to blend email, Web and telephone communications, so customers can choose their preferred form of contact and still receive consistent service. The Genesys solutions will first be implemented at Jefferson Pilot Benefit Partners, an Omaha, Nebraska-based division of the company that markets group (non-medical) and worksite insurance products including life, long term and short term disability and dental. Future plans call for extending the benefits of the Genesys solutions to Jefferson Pilot's Annuity and Life Insurance divisions. Although the three customer service centers each have differing PBX and telephony hardware infrastructure, the open software standards of Genesys will allow integration and sharing of information across locations. "The benefits derived from Genesys' solutions are a significant milestone in Jefferson Pilot Financial's ongoing commitment to deliver superior services and customer care," said Sandy Callahan, senior vice president of client services at Jefferson Pilot Benefit Partners. "Genesys exhibited an appreciation of customer requirements as well as proven technology with an enterprise focus that would take us forward in the future. By using Genesys, Benefit Partners will continue to strengthen our leadership and enhance our customer's experience." In addition to providing customer service and streamlined operations, the Genesys software will enable Jefferson Pilot to conduct targeted, proactive outreach campaigns with existing customers. Genesys Workforce Management provides the tools to plan, forecast, schedule and analyze the contact center resources to maximize these revenue-generating activities. "We were looking for technology that would not only meet our current customer service needs, but also take us forward in the future," said William Hanby, vice president of information technology for Jefferson Pilot Financial. "Genesys' software solutions provided immediate return on investment, and also offered the flexibility to support ongoing initiatives in streamlining and improving our contact center operations." "Our solutions put the customer at the center of activity to ensure that each interaction is maximized to foster loyalty and profitability," said Laurent Philonenko, chief operating officer at Genesys. "Jefferson Pilot's commitment to its customers, combined with Genesys' solutions, is enabling them to further enhance customer service and improve overall business processes."