Brisbane, Queensland, Australia, Dec, 2018 -- Sunsuper, an Australian superannuation fund, selected Genesys, a global provider in omnichannel customer experience (CX) and contact centre solutions, to refresh its CX capabilities to support business growth and has already seen impressive results.
Sunsuper’s previous contact centre system needed between two and three business days to respond to emails and web queries. Since switching to Genesys PureConnect™ inquiries are now resolved in a matter of hours. By integrating web chat functionality across key online functions – member join and pay super online fulfilment rates have also improved.
QPC, a partner specialising in contact centres, worked to identify key business objectives as part of overhauling Sunsuper’s CX capabilities. Sunsuper needed a solution that was faster and more efficient to enable better business performance to provide a seamless customer and user experience.
QPC recommended the Genesys PureConnect™ omnichannel contact centre solution, after close consideration of all market options, for its unified approach to managing multichannel customer interactions.
Amalie White, Head of Customer Interactions, Sunsuper, said the Genesys PureConnect platform was the right solution for them as it met their core values of being a customer-centric organisation.
"Its intuitive features and ability to streamline tasks across different communication channels, has led to real, tangible results for the business already.
"Our initial trial of the Genesys PureConnect platform began with 80 customer representatives; it has since been rolled out to 250 Sunsuper staff, representing nearly a quarter of the organisation. This is a testament to the capabilities and intuitive nature of our refreshed customer offering," said Ms White.
Gwilym Funnell, Vice President of Sales and Managing Director, Genesys Australia and New Zealand, said the increasing digitisation across all industry sectors has put pressure on businesses to keep up with the pace – or risk losing out to competition.
"Genesys has built a reputation for developing some of the world’s most sophisticated contact centre solutions to support organisations and their evolving customer and business needs. We are pleased to see Genesys PureConnect equip organisations like Sunsuper for success today and into the future," said Mr Funnell.
Posted by Veronica Silva Cusi, news correspondent
Genesys® 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.
Published: Monday, December 24, 2018
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Learning & Development
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