|
Press Release |
|||
|
ORACLE HELPS GEVITY HR MINIMIZE AGENT TRAINING TIME AND INCREASE CUSTOMER SATISFACTION WITH ORACLE SCRIPTINGAs Part of the Oracle E-Business Suite, Oracle Scripting will Allow Companies to Ensure Consistent Messages and Superior Levels of Customer ServiceREDWOOD SHORES, Calif., December 19, 2001 Oracle Corp., the largest provider of software for e-business, today announced Gevity HR, formerly doing business as Staff Leasing, Inc. and a $3.1 billion company providing HR solutions to businesses nationwide, has deployed and is live on Oracle's new Scripting CRM module.In this increasingly challenging business economy, companies need to do all they can to retain customers and increase their loyalty. Oracle Scripting gives companies an edge over their competitors by providing their customer service representatives with immediate access to information they need to increase customer support excellence, which ultimately increases their bottom line. Gevity HR, the largest Oracle Human Resource Management System and payroll implementation facility in the world, has implemented Oracle Scripting to increase the efficiency of the customer service representatives working in their call centers. Oracle Scripting helps Gevity HR provide its customers immediate access to crucial information, allowing the company to minimize the time required to respond to a customer request. Oracle Scripting also allows Gevity HR's customer service representatives to easily manage complex orders, changes and applications from customers by providing one uniform point of access that guides agents through multiple applications and forms, which reduces agent errors caused by manual navigation and speeds up the customer transaction. For Gevity HR, Oracle Scripting has significantly increased operating efficiency, while improving customer service and lowering overall call center costs. OracleŽ Scripting provides interaction center agents access to comprehensive, easy to follow scripts that lead them through their interactions with customers and prospects. In addition to its easy-to-use thin client GUI for the agent, it contains a sophisticated authoring environment consisting of graphical layout tools to create, modify, and deploy scripts. Oracle Scripting also provides customers with a survey tool called iSurvey, a dynamic, easy to use tool for creating and conducting user-defined surveys. The primary goal of iSurvey is to allow for convenient, quick and simple creation, deployment, execution and analysis of any informational study to include the creation and execution of customer satisfaction, and other market/customer research studies. A script developed through Oracle Scripting is more than just a passive call guide. Instead, it acts as a desktop workflow mechanism to guide the agent through complex transactions. Because Oracle Scripting integrates with other Oracle CRM applications, scripts can act as "hubs" to drive the agent's work among one or more applications. Many customer interaction centers require that agents access multiple applications in order to process customer information. This means that agents need to be trained to access, navigate, and fill out forms in these applications. When a script drives the agent's interactions with these systems, it accomplishes a number of important business goals. First, the script guides the agent's processing, so that he accesses an application only when it is required by the call context. Second, it launches the appropriate data entry form, pre-populated with information the agent collected in the script so the agent does not have to re-key any necessary information. And most importantly, it helps reduce errors caused when agents must manually navigate among multiple applications, while at the same time speeding up the customer transaction. Oracle Scripting is part of the Oracle E-Business Suite, an integrated set of applications, which is designed to transform your business into an e-business. About Gevity HR Since first opening its doors in 1984, Gevity HR, has grown to more than 40 offices serving more than 8,000 client businesses with more than 100,000 employees. With $3.1 billion in revenues in 2000, the company ranks number 508 on the Fortune 1000, and number 485 on the Forbes 500. As an example of the company's technical acumen, it won the 2001 ComputerWorld Smithsonian Honors Award for extraordinary utilization of technology. Most recently, Gevity HR was named the number one innovator in information technology in the business consulting and services category in the prestigious InformationWeek 500 Survey. Gevity HR also holds the number 25 spot in the overall ranking of companies for the year. This ranking places Gevity HR in the company of business leaders such as Continental Airlines Inc. (#2), Sprint Corp (#10), FedEx Corp. (#35) and Cisco Systems Inc. (#37). Gevity HR processes enough payrolls to make it the largest Oracle Human Resource Management System and payroll implementation facility in the world. The company's core services are complemented by a Web-based platform that provides clients and client employees with HR information and resources to help maximize the benefit of their Gevity HR services. OracleMobile 415/401-4000 jmorgan@tenthdimension.com top of page |
|||