Most people think of helpdesks as either supporting external customers or internal IT support, but Ford is using helpdesk technology to aid the flow of information within its own organisation.
The motoring giant has selected Genesys computer telephony products for use in its Human Resources Customer Care Centre (HRCC), which handles about 115,000 calls a month. "Ford HRCC is committed to the highest level of satisfaction for its employees and retirees who need HR-related issues addressed quickly and effectively," said Emily Demattia, manager of Ford HRCC. "The Genesys software will contribute to a best-of-breed service centre that improves the productivity of our customer service representatives, increases overall call quality and positions us to make use of other technologies in the future."
The deal is the first to be won by the Genesys and Pricewaterhouse-Coopers alliance, announced in March. "Ford has very high standards for customer service even though this is an internal call centre," said Dan Hirshbuehler, head of Pricewater-houseCoopers call centre practice. "We have worked closely with Ford to ensure the technical and organisational changes meet their objectives. We feel Genesys is the key technical component which enables these plans."
Michael McCloskey, president of Genesys said: "In a very short time, we were able to provide a high-quality, open-platform product that could communicate with their legacy system. PricewaterhouseCoopers and Ford wanted a solution that would truly improve the effectiveness and efficiency of their call centre, and could grow with them to accommodate future applications such as Email."
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