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News : Suncorp Taps Genesys for Digital Transformation Projects

#contactcenterworld, @suncorpbank, @Genesys

Financial services provider, Suncorp, has adopted the Genesys Contact Centre platform to deliver tailored experiences that connect every interaction to its customers across Australia and New Zealand.

The listed financial services company partnered with Genesys(R), a global provider in cloud customer experience and contact centre solutions, to enable this digital transformation.

In its first stage of implementation, Suncorp has deployed the Genesys Engage™ solution to improve its customer experience and power over voice interactions annually.

The major driving forces behind Suncorp’s decision to commence this large-scale digital transformation was to boost capacity, while supporting a fluid workplace across multiple sites, and providing greater flexibility to manage workload. It was also to improve its ability to respond quickly to claim events and ensure it prioritises customers in the moments that matter.

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Leveraging AI for personalisation and efficiency

The second phase of this transformation project will entail Suncorp deploying new Artificial Intelligence-powered capabilities across the Genesys Engage platform.

The company plans to leverage Genesys Intelligent Automation to combine real-time customer journey data with native and third-party AI services to assist customer interactions. A blend of virtual and human resources will enable Suncorp to deliver truly personalised customer engagement at scale.

Alli Smith, Suncorp’s Executive General Manager of Home Claims, said: "We aim to be the ‘insurer of the future’ by providing our customers with interactions and experiences that make their lives easier from the very first moment they engage with us.

"By using AI and offering service across all channels, including voice and digital, this hybrid Genesys solution will allow us to be flexible with our team and customers."

Mark Buckley Vice President, Australia and New Zealand at Genesys said the increasingly high expectations of customers across all industries mean that businesses are under intense pressure to keep up with customers’ demands or risk losing out to competition.

"Genesys has built a reputation for developing some of the world’s most sophisticated contact centre solutions that help businesses to transform. We are proud that Suncorp has selected Genesys technology to stay ahead of the game. By providing a seamless customer experience at every step of their customer journey, Suncorp has proven that they are on the right path to grow, innovate and remain the market leader in their space," said Mr Buckley.

#contactcenterworld, @suncorpbank, @Genesys

About Suncorp:
Company LogoSuncorp Group Limited is an Australian finance, insurance, and banking corporation based in Brisbane, Queensland, Australia.
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About Genesys:
Company LogoGenesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
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Today's Tip of the Day - Headsets

Read today's tip or listen to it on podcast.

Published: Tuesday, May 25, 2021

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2021 Buyers Guide Call Routing Optimization

Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring



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