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Suncorp taps Genesys for digital transformation projects

Leading financial services provider transitions 7,000 contact centre agents to Genesys Engage to deliver personalised customer experiences

Leading financial services provider, Suncorphas 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®, a global leader in cloud customer experience and contact centre solutions, to enable this digital transformation, which is one of the largest Australian contact centre migration projects in the past decade. 

In its first stage of implementation, Suncorp has deployed the Genesys Engage™ solution to improve its customer experience and power over 15 million 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. 

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.

One example of this is the delivery of an AI-powered solution to automate the customer identification and verification process. Each caller will be securely identified and verified before they reach an agent, resulting in reduced wait times and improved customer experience. Once delivered, it is predicted that each customer will save up to 90 seconds per call. 

Moving from a legacy platform to a hybrid approach of cloud and on-premises technology will empower Suncorp’s contact centre agents to offer customers customised experiences across all brands and products. 

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.



About Genesys

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organisations of any size can provide true personalisation at scale, interact with empathy, and foster customer trust and loyalty. Visit  www.genesys.com/en-sg 

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Genesys APAC

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+65 8321 7924 


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