Genesys Telecommunications Laboratories Inc., Daly City, Calif., a subsidiary of Alcatel, announced that U.S. Xpress Enterprises Inc. has installed Genesys call center software.
U.S. Xpress is the nation’s fifth-largest publicly owned truckload carrier.
U.S. Xpress implemented Genesys Enterprise Routing across the company's seven call centers, which have both Avaya and Nortel PBXs. Genesys software is based on open standards, so Enterprise Routing enabled U.S. Xpress to improve operations without the costly replacement of existing hardware.
U.S. Xpress also extended Enterprise Routing outside the call center to benefits, payroll, training and other departments.
According to the announcement, Genesys Enterprise Routing enabled U.S. Xpress to decrease driver hold time by 85%, reduce telecommunications costs with shorter, more efficient calls, and reduce toll-free numbers from 400 to 20, simplifying contact for both drivers and customers.
U.S. Xpress is the nation’s fifth-largest publicly owned truckload carrier.
U.S. Xpress implemented Genesys Enterprise Routing across the company's seven call centers, which have both Avaya and Nortel PBXs. Genesys software is based on open standards, so Enterprise Routing enabled U.S. Xpress to improve operations without the costly replacement of existing hardware.
U.S. Xpress also extended Enterprise Routing outside the call center to benefits, payroll, training and other departments.
According to the announcement, Genesys Enterprise Routing enabled U.S. Xpress to decrease driver hold time by 85%, reduce telecommunications costs with shorter, more efficient calls, and reduce toll-free numbers from 400 to 20, simplifying contact for both drivers and customers.
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