MG Rover Group Implements Genesys for IT Help Desk
SAN FRANCISCO, CA - Genesys Telecommunications Laboratories Inc., a subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), announced that MG Rover Group, maker of luxury and sport automobiles, has implemented Genesys Express for its IT help desk interactions with company employees. Installed in only six days by Genesys partner Softlab Limited, the software solution will leverage caller data to route employees to the appropriate IT staff. MG Rover expects Genesys Express to help reduce each of the 300 daily calls to its IT help desk by more than 30 seconds, translating into approximately 25 saved staff-hours each week. Within the Longbridge, United Kingdom help desk, 15 MG Rover IT staff support 5,000 users around the globe on approximately 300 different technology applications, from general office software through sales applications, to engineering and business-critical manufacturing platforms. Integrated with a Nortel Meridian PBX and Remedy desktop, Genesys Express captures individual profile information on each caller, including their department, which applications they use, and their history with the IT help desk. This information is used to route the caller to an IT staff member who is specifically skilled in addressing the caller's application. The calling employee's profile data is delivered with the call to the IT staff to provide a single view of all previous interactions and support issues to speed query resolution. The system also enables MG Rover to prioritize production-critical issues over routine requests and report on all interactions to improve service levels and make better business decisions. MG Rover manager of technology, architecture and e-business Andrew Bull notes: "We have divided our support system to correspond to four departmental categories at MG Rover - manufacturing, sales process, engineering and general office. Genesys Express lets us distinguish between calls as we receive them, and automatically route the caller to the right agent, who can solve their query quickly. "In addition to this sophisticated routing, we were attracted to the flexibility that Genesys Express provides. When one customer focus team is busy, we can easily reroute calls to other departments without major programming work," continued Bull.