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Motorola’s Public Service Group Announces Release of PremierOne(TM) CSR 4.1 for 3-1-1 Government Contact Centers – New Release of Citizen Relationship Management Solution Provides Enhancements for Ease-of-Use, Citizen Self-Service, Performance and Scalability, Business Intelligence and Mobility
SCHAUMBURG, Ill., May 14 — Motorola’s (NYSE:MOT) Public Service group announced today the 4.1 release of its Citizen Relationship Management (CRM) solution, PremierOne(TM) Citizen Service Request (CSR) for government 3-1-1 contact centers. This release extends the enterprise software platform to offer improved customer access, workflow processing and business intelligence while also adding more capabilities for online and off-line work force mobility and scalability. Specific additions to the platform include: citizen inbound and outbound email support; a new report customization tool and dashboards; multi-level administrative security; and, real-time and synchronized wireless data solutions to extend work flow management to mobile field workers.
"The 4.1 release of PremierOne CSR provides our government customers with the most robust, scalable and complete CRM solution on the market today," said Gerard Gallant, general manager, of Motorola’s Public Service group; "These new features are based on constant interaction with our customers and will offer them greater efficiencies and cost savings. Additionally, the architecture provides new opportunities to meet the current and future contact center and service delivery needs of government entities."
PremierOne CSR 4.1 remains focused on the philosophy that citizens are government customers. By adding the functionality to support the receipt and processing of inbound citizen emails and the ability for them to monitor the status of their requests for government service using Internet-based CSR Citizen Web, governments can provide better customer service while reducing the strain on their call centers. Additionally, CSR Citizen Web also allows governments to include their unique branding to the citizen-facing website to ensure it is a trusted resource.
As one of the most popular features of PremierOne CSR, the reporting function has been significantly augmented in CSR 4.1 to deliver a more robust query and report tool with additional business intelligence and performance dashboards to help governments increase accountability and productivity. Advancements include a new report customization tool and a new, multiple level administrative security option to govern report access at the user, group and department level. Additional functionality creates department folders containing all outstanding and completed work orders and metrics.
To enable governments to achieve greater efficiencies and cost savings in service delivery, PremierOne CSR 4.1 added mobility support to extend service request processing to workers in the field. The CSR Mobile application utilizes a wireless data synchronization process to push service requests and assignment activities to mobile workers in real-time and supports working job assignments off-line in areas where wireless coverage may be limited.
PremierOne CSR manages citizen and business interactions, service requests, and knowledge base inquiries across the entire public sector enterprise. The solution is built upon a powerful service-oriented architecture designed to improve both public sector service delivery and the reporting and analysis of those delivery efforts. PremierOne CSR is the only CRM platform in the industry that was created exclusively for the unique requirements of government operations. With state-of-the-art location-based capabilities not found in other CRM solutions, PremierOne CSR leverages and enhances local governments’ investment in Geographic Information system (GIS) technology.
Motorola is known around the world for innovation in communications and is focused on advancing the way the world connects. From broadband communications infrastructure, enterprise mobility and public safety solutions to high-definition video and mobile devices, Motorola is leading the next wave of innovations that enable people, enterprises and government to be more connected and more mobile. Motorola (NYSE:MOT) had sales of US $30.1 billion in 2008. For more information, please visit www.motorola.com
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