Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, today announced that its call center software has helped Jefferson Pilot Financial, one of the nation`s leading providers of universal and variable universal life insurance, annuities and employee benefits, reap significant improvements in customer service, resulting in more satisfied customers and lower operational costs. Genesys solutions enabled JP Financial to reduce customer call handling time by up to 20 seconds per call and achieve a more than 90 percent first call resolution rate. Additionally, the efficiency improvements delivered by Genesys will assist JP Financial to support significant business growth while reducing the cost of additional human resources.
Genesys Enterprise Routing, Internet Contact, Outbound Contact, Workforce Management and Expert Contact solutions were acquired by 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 to continue to position customer service as a differentiator.
"Genesys solutions quickly delivered a significant reduction in call time, increased first call resolution percentages and enabled us to achieve a complete view of our customers," said William Hanby, vice president of information technology for Jefferson Pilot Financial. "With our business growing at a rate of over 15 percent each year, balancing service levels with costs is vital. Genesys allows us to do this while meeting our customers` needs in real-time."
"Superior services is a strategic imperative, and the investments we`ve made in Genesys technology to expand our multi-media service model has rapidly delivered increased service quality and enhanced our long term relationships with customers," said Sandy Callahan, senior vice president of client services at Jefferson Pilot Benefit Partners.
"The power is always with the customer, and Genesys delivers the customer interaction solutions to help leading businesses like JP Financial reap the economic value of delivering a positive customer experience," said Laurent Philonenko, president and CEO at Genesys. "As the leader and expert in call center software, we help our customers reduce operational costs, and stop customer frustration. Enhanced real-time interactions also improve the bottom line."
In the future, JP Financial plans to offer other contact channels to its customers, such as Web collaboration. The company is also looking to develop outbound campaigns and leverage Genesys Workforce Management to better match agent schedules to call volumes and allow the company`s workforce strategy to be better aligned with critical company objectives.
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Alcatel provides communications solutions to telecommunication carriers, Internet service providers and enterprises for delivery of voice, data and video applications to their customers or to their employees. Alcatel leverages its leading position in fixed and mobile broadband networks, applications and services to bring value to its customers in the framework of a broadband world. With sales of EURO 16.5 billion in 2002, Alcatel operates in more than 130 countries.
Jefferson Pilot Financial
Jefferson-Pilot Corporation, a holding company (NYSE:JP), is one of the nation`s largest shareholder-owned life insurance companies. Jefferson Pilot`s life insurance and annuity companies, principally Jefferson-Pilot Life Insurance Company, Jefferson Pilot Financial Insurance Company, and Jefferson Pilot LifeAmerica Insurance Company, together known as Jefferson Pilot Financial, offer full lines of individual and group life insurance products as well as annuity and investment products. Jefferson-Pilot Communications Company owns and operates three network television stations and 17 radio stations, and produces and syndicates sports programming. Additional information on Jefferson-Pilot can be found at www.jpfinancial.com.
Genesys Telecommunications Laboratories, Inc.
Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, is 100% focused on software for call centers. Genesys recognizes that better interactions drive better business and build company reputations. Customer service solutions from Genesys deliver on this promise for Global 2000 enterprises, government organizations and telecommunications service providers across 80 countries, directing more than 100 million customer interactions every day. Sophisticated routing and reporting across voice, e-mail and Web channels ensure that customers are quickly connected to the best available resource - the first time. Genesys offers solutions for customer service, help desks, order desks, collections, outbound telesales and service, and workforce management. Visit www.genesyslab.com for more information.