Gen-i extends relationship with Commonwealth Bank
Gen-i helps enterprises to improve business performance and achieve their strategic goals, through seamlessly integrated ICT solutions and managed services.
Paul Wilson, Gen-i Managing Director Australia, said that high volume customer service solutions require IT systems that are both exceptionally reliable and able to cope with surges in demand.
“Our expert team are helping Commonwealth Bank to seamlessly roll out new technologies which will allow more flexible working arrangements, and streamline the introduction of new client services and products.”
The platform handles over 100 million calls per annum, with high levels of self service, and it intelligently routes calls to over 1,500 agent representatives. The platform is built on the Genesys suite of products.
“Gen-i is assisting the Bank to move away from premise-based PBXs and call management systems toward a SIP-enabled, cloud based, intelligent call management solution,” added Wilson.
Quentin Boyes, Executive General Manager for Direct Channels at Commonwealth Bank, said it was critical for the Bank to constantly look for ways to innovate and improve the customer experience.
“Our aim is to ensure we understand moreabout the reason a customer is calling and then be able to have the call answered by the most suitably skilled customer service representative”.
The contract was awarded to Gen-i following a competitive tender process. The build phase of the contact centre project has already commenced.
Gen-i has Australian offices in Sydney, Melbourne,
and Brisbane. Technical services are offered across all of Australia and New
Zealand, backed by a team of 2,700 employees across the region. Within
Australia, Gen-i offers a range of ICT consulting, professional services and
managed services to help clients improve their business performance.
In Australia, Gen-i is a specialist and agile team backed by the resources and capability of over 2,700 energetic and passionate people across Australasia.
Gen-i helps enterprises to improve business performance and achieve their strategic goals, through seamlessly integrated ICT solutions and end-to-end managed services.
We are the multinational ICT business of Telecom New Zealand, which has revenues of more than $5 billion and employs over 7,000 people.
Our ICT solutions are delivered by people who are proud to be experts at what they do, industry partners who are truly world class, and resources that set benchmarks for the rest of the industry in terms of breadth, functionality and scale. At Gen-i, we’re all about outcomes. We just happen to use technology to bring them about.
For more information on Gen-i, visit www.gen-i.com.au