The PRWIRE Press Releases https:// 2019-09-25T03:56:55Z Genesys Announces Structural Shake up to Fast-Track Growth and Support Market Shift to the Cloud 2019-09-25T03:56:55Z genesys-announces-structural-shake-up-to-fast-track-growth-and-support-market-shift-to-the-cloud To accelerate innovation and address heightened customer demand for its cloud offerings, technology leader Genesys has announced it has created two business units, Genesys Cloud and Genesys Core. The new structure positions Genesys to enhance support for its diverse, global customer base, which includes organisations of all sizes spanning private and public cloud, hybrid and on-premises deployments. The Genesys Cloud division will unify the company’s next-generation public cloud solutions and services by combining the PureCloud and workforce engagement management (WEM) groups. The second unit, Genesys Core, is comprised of PureEngage and PureConnect on-premises and cloud. The division means customers will benefit from faster delivery of targeted portfolio enhancements and artificial intelligence-driven applications at scale. The company has appointed two General Managers to lead the business units: Olivier Jouve takes the helm of Genesys Cloud, and Barry O’Sullivan heads up Genesys Core. Both executives report directly into Genesys CEO Tony Bates. The company also announced that Peter Graf was appointed Chief Strategy Officer. “This new structure enables us to provide even greater value to our customers and partners by rapidly delivering innovation across our market-leading product portfolio,” said Bates. “I want to acknowledge the tremendous work Peter and his team have done to deliver AI-powered, cloud-based common services that make this new structure possible. I look forward to his contributions as our new Chief Strategy Officer as well as those from Olivier and Barry to drive our future growth and disruptive vision of hyper-personalisation.” Taking Genesys to new heights As General Manager of Genesys Cloud, Jouve adds to his existing responsibilities as Executive Vice President of PureCloud, the company’s leading Software as a Service (SaaS) solution. In addition to continuing to head its operations, product strategy and commercial activities, he will take on ownership of the company’s WEM business. Since joining Genesys two years ago, Jouve has been instrumental in continuing to drive the triple digit revenue increases PureCloud has experienced since its launch, furthering its extraordinary growth. His career spans more than 30 years and includes senior executive roles for IBM®, such as Vice President of offering management for IBM Watson IoT™, among others. O’Sullivan moves from the Genesys operating committee and joins the company as Executive Vice President and General Manager of Genesys Core. In this role, Barry will leverage his extensive industry, AI and unified communications knowledge, along with his intimate understanding of the business, to take the Genesys Core division to the next level. Previously, Barry founded and served as the CEO of Altocloud, the cloud-based customer journey analytics provider acquired by Genesys in 2018. Earlier in his career, Barry was Senior Vice President and General Manager for Cisco Systems, leading several multi-billion-dollar divisions including Collaboration, Unified Communications and Voice over IP. “We’re extremely fortunate to have executives of Olivier’s and Barry’s caliber leading our business units. With their extensive experience, strong leadership and incredible business vision, they are each ideally suited to help us continue to solve our customers’ toughest challenges and further propel our ongoing momentum,” added Bates. In addition, Graf will transition from Genesys Chief Product Officer to a new role as Chief Strategy Officer. He will be responsible for developing, communicating, sustaining and executing the Genesys strategy. Graf will also assume responsibility for strategic alliances, mergers and acquisitions, business operations and disruptive innovation for the company. Graf brings more than 25 years of experience in the global enterprise software industry and deep expertise with emerging technologies, including AI, to the role. -ends- About Genesys Genesys® powers more than 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, 11,000 companies in more than 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 because they perform equally well across channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit genesys.com on Twitter, Facebook, YouTube, LinkedIn and the Genesys blog. ©2019 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys and the Genesys logo are trademarks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies. Multi-country Survey Finds Nearly 80% of Employers Aren’t Worried About Unethical Use of AI. But Maybe They Should Be? 2019-09-09T01:26:55Z multi-country-survey-finds-nearly-80-of-employers-arent-worried-about-unethical-use-of-ai-but-maybe-they-should-be Companies around the world are expecting to apply artificial intelligence (AI) within their companies in the next few years but are lagging in discussions about the ethics surrounding it, new research from global technology leader Genesys® finds. More than half of the employers questioned in a multi-country opinion survey say their companies do not currently have a written policy on the ethical use of AI or bots, although 21% expressed a definite concern that their companies could use AI in an unethical manner. The survey uncovered that nearly two-thirds (64%) of the employers surveyed globally expect to be using AI or advanced automation by 2022 to support efficiency, staffing, budgeting or performance. In Australia and New Zealand (ANZ), 44% companies surveyed say they already use it or are planning to implement it in the next 12 months. In spite of the growing trend, an average of 54% of employers in all countries questioned say they are not troubled that AI could be used unethically by their companies as a whole, or by individual employees (52%). Employees appear more relaxed than their bosses, with only 17% expressing concern about their companies. “As a company delivering numerous AI innovations, we understand this technology has great potential that also comes with tremendous responsibility,” said Merijn te Booij, Chief Marketing Officer, Genesys. “This research gives us important insight into how businesses and their employees are really thinking about the implications of AI – and where we as a technology community can help them steer an ethical path forward in its use.” Millennials say “put it in writing” Over a quarter of employers surveyed (28%) are apprehensive that their companies could face future liability for an unforeseen use of AI, yet only 23% say there is currently a written corporate policy on the ethical use of AI/bots. Meanwhile, an additional 40% of employers without a written AI ethics policy believe their companies should have one, a stance supported by 54% of employees. Even more interesting is that more than half of employers (52%) believe companies should be required to maintain a minimum percentage of human employees versus AI-powered robots and machinery. Employees are more likely (57%) than employers (52%) to support a requirement by unions or other regulatory bodies. The Genesys surveys underscore that Millennials (ages 18-38) are the age group most comfortable with technology, yet they also have the strongest opinions that guidelines are needed. Across the countries surveyed, the questions about AI ethics resonated more with Millennials than with Generation X (ages 39-54) or Baby Boomers (ages 55-73). Whether it’s anxiety over AI, a desire for a corporate AI ethics policy, worry about liability related to AI misuse, or willingness to require a human employee-to-AI ratio — it’s the youngest group of employers who consistently voice the most apprehension. ANZ millennials stood out, with a whopping 63% confirming they would like to see a minimum human to AI requirement in the workplace. Australia and New Zealand in line with global trends – with some surprising differences In general global employers and employees trust each other’s ethics – and their companies – when it comes to AI. However, there are some surprising differences with the ANZ workforce when it comes to responsibility for training and use of AI, generational approaches, responsibility and liability. In Australia and New Zealand, half of employers are not concerned that their employees will use AI in an unethical way, with Generation X being the least concerned (56%), however, 22% of ANZ employers are concerned their company will use AI unethically. 30% of ANZ employers believe they will face future liability for unforeseen use of AI in the workplace, which is 2% higher than the global average. Employers in ANZ are divided when it comes to the responsibility of training employees with the skills to perform in an AI-enhanced workplace: 45% of ANZ employers believe the employee’s direct manager is responsible, however, 26% of employers in ANZ believe employees are responsible for equipping themselves with the skills to be effective in an AI-enabled environment, and 21% believe that it is the responsibility of the Human Resources (HR) department. With the rapid global deployment of advanced technology, and specifically the growth in the ANZ region, technology leaders such as Genesys need to work with employers, employees and customers, to achieve the optimal balance in this largely uncharted ethical and regulatory territory. “Our research reveals both employers and employees welcome the increasingly important role AI-enabled technologies will play in the workplace and hold a surprisingly consistent view toward the ethical implications of this intelligent technology,” te Booij said. “We advise companies to develop and document their policies on AI sooner rather than later – making employees a part of the process to quell any apprehension and promote an environment of trust and transparency.” -Ends- Survey notes Genesys (www.genesys.com), the global leader in omnichannel customer experience and contact center solutions, commissioned third-party research consultancy Vitreous World to conduct online surveys in six countries of 5,310 adult employers or employees, coming from a total pool of 28 industry categories. There are limited interview opportunities with content experts available. For more information and survey highlights please contact the Genesys media relations team at genesys@zadroagency.com.au or download it from the Genesys website About Genesys Genesys® powers more than 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, 11,000 companies in more than 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 because they perform equally well across channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit genesys.com on Twitter, Facebook, YouTube, LinkedIn and the Genesys blog. ©2019 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys and the Genesys logo are trademarks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies. Onus on ANZ Companies to Fuel AI-Powered Workplace 2019-08-28T23:45:07Z onus-on-anz-companies-to-fuel-ai-powered-workplace New data released by global technology leader Genesys reveals Australian and New Zealand (ANZ) employees believe their employers, rather than government, industry or individuals, are responsible for preparing the workforce for advanced technology. An overwhelming 90% of ANZ respondents in the recent multi-country survey believe it is up to their company to provide education and training on AI tools in the workplace. This was consistently reflected across the range of industries including finance, education, health, transport and HR. Interestingly, 4% more part-time workers in the ANZ region believed their employers were on the hook for training, compared to their full-time counterparts; a trend identified in other regions surveyed, including the UK, US, Germany and Japan. Across age groups, younger employees were more inclined to feel personal responsibility for their AI skill development; 17% of the youngest age bracket (18-38 years), compared to 9% of the oldest group (55-73 years). AI Ethics The survey identified the ethical use of AI was a major concern for employees. Although more than two-thirds of ANZ respondents are confident their employer will use AI ethically, 62% still believe it is necessary to have a minimum requirement of humans in the blended workforce. To ensure the greatest outcomes for staff and the company, respondents agree companies should have an ethical policy on the use of AI/bots in the workplace (58%). AI Affect The survey also examined the often-mentioned fear of AI replacing jobs. Results reveal 68% of respondents in ANZ are not afraid AI/bots will take over their jobs within the next 10 years. The survey results showed the ANZ region reported the most confidence in this area, 9% more confidence than UK respondents. This topical survey demonstrates ANZ employees believe the responsibility of managing AI, in terms of training and job safety, lies predominantly with their employer. Further, there is a high level of trust in employers to act responsibly and in their employees’ best interest. -ends- Survey Notes Genesys®, the global leader in omnichannel customer experience and contact centre solutions, commissioned this survey to better understand current global attitudes towards artificial intelligence in the workplace and what this means for the future of AI. 4,207 employees from five regions – ANZ, US, UK, Japan and Germany – completed the online survey in April 2019. Respondents were evenly divided into three age ranges (18-38, 39-54, 55-73) with women accounting for 51% and men 49% of respondents. About Genesys Genesys® powers more than 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, 11,000 companies in more than 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 because they perform equally well across channels, on-premises and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit genesys.com on Twitter, Facebook, YouTube, LinkedIn and the Genesys blog. ©2019 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys and the Genesys logo are trademarks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies. New Zealand workforce shines in multinational employee survey for fearless acceptance of new technology 2019-08-12T22:08:35Z new-zealand-workforce-shines-in-multinational-employee-survey-for-fearless-acceptance-of-new-technology New data released by global technology leader Genesys shows New Zealand employees are the most secure in their roles when it comes to embracing artificial intelligence (AI) in the workplace, compared to all other countries surveyed including, Australia, USA, UK, Germany and Japan. New Zealand employees stood out for their willingness to be trained by AI, their confidence in job security and the positive impact they believe this intelligent technology will have on their jobs. They also had the highest level of trust in their employers to use AI ethically and appropriately. Training 51% of New Zealand employees surveyed stated they were open to being trained by AI, Bots, and human-like robots compared to the overall average of 37%, and up to a remarkable 21% and 19% more than Japan and Germany respectively. New Zealanders were also least resistant to using some form of technology for training, with only 12% ‘not willing’ to use a virtual assistant, augmented reality (AR) or virtual reality (VR) compared to the global average of 26%. Jobs New Zealand worker’s intrepid approach to the future was highlighted across a spectrum of sentiment questions targeting the direct impact AI currently has, and is predicted to have, on their jobs. Results saw below-average negative, and above-average positive sentiments expressed in all questions relating to the ‘impact’ on jobs, and of note: New Zealand respondents are 9% less concerned AI/Bots will take their jobs in 10 years compared to other regions – and a full 14% less than UK respondents. 38% of New Zealanders believe AI will have a positive impact on their jobs in as little as 5 years. At 88%, New Zealand had the highest net positive views on the impact of technology in the workplace. 62% of respondents from New Zealand feel they already possess the skills required to work in an AI-enabled workforce; 15% more than the average and 12% more than respondents from Australia. Responsibility Ethics, governance and areas of responsibility posed the greatest challenge to respondents in all regions, however, New Zealanders displayed the greatest confidence in their employers and also had the highest expectations. Almost three-quarters of New Zealanders are not afraid of their company using AI unethically, compared to as little as 53% in Japan and only 66% in Australia. In turn, a staggering 91% - and the highest of all regions - believe the company or employer should be responsible for training staff in an AI-enabled workplace. Ian McLean, New Zealand Account Director, Genesys said, “I’m not surprised to hear that New Zealand employees are easily adapting to the current technology as well as fearlessly planning for future developments. I see it every day with the Genesys customers I work with. As a country, the ethics, commercial frameworks and business practices are second to none, so we have confidence that we can make the most of the technology available to us.” -Ends- Survey Notes Genesys®, the global leader in omnichannel customer experience and contact centre solutions, commissioned this survey to better understand current global attitudes towards artificial intelligence in the workplace and what this means for the future of AI. 4,207 employees from five regions including ANZ, the US, UK, Japan and Germany completed the online survey in April 2019. Respondents were evenly divided into three age ranges (18-38, 39-54, 55-73) with women accounting for 51% and men 49%. For a copy of the full survey data, please contact the Genesys media relations team at genesys@zadroagency.com.au About Genesys Genesys® powers more than 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, 11,000 companies in more than 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 because they perform equally well across channels, on-premises and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit genesys.com on Twitter, Facebook, YouTube, LinkedIn and the Genesys blog. ©2019 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys and the Genesys logo are trademarks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies. Genesys appoints Australian telco leader to key global development role 2019-08-08T03:44:37Z genesys-appoints-australian-telco-leader-to-key-global-development-role Genesys® the global leader in omnichannel customer experience and contact centre solutions, today announced Australian Executive, Jeff Wise as the new Vice President of Application and Developer Marketing for Genesys Global. Drawing upon 25 years of experience in telecommunications and digital communications, Wise is responsible for leading the Genesys strategic alliance program and continuing the growth of its technology partner ecosystem and developer community. In addition, he is charged with expanding the company’s industry-leading dedicated customer experience marketplace, the Genesys AppFoundry. “I am proud to be a part of the Genesys team at such an exciting time in the company’s cloud growth trajectory. I look forward to deepening our relationships with developers and strategic technology partners to help customers derive even greater value from their Genesys customer experience solution,” said Wise. Wise brings a unique and valuable perspective to a role that is responsible for implementing a robust partner offering, ensuring smooth integration, and forging alliances with large corporate enterprises. As Telstra’s former Head of Customer Engagement, he established the first formal partner channel for Contact Solutions and launched the first contact centre offering across the Asia Pacific, India and Europe regions, leveraging Telstra’s global network and services. “We’re thrilled to welcome an executive of Jeff’s calibre to Genesys. His breadth of knowledge in customer experience technology and his relationships in the telecommunications industry provide Genesys the leadership we need to catapult our marketplace strategy and build a world-class developer program,” said Merijn te Booij, Chief Marketing Officer, Genesys. -ends- Image Image: Jeff Wise, Vice President of Application and Developer Marketing, Genesys Global. About Genesys Genesys® powers more than 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, 11,000 companies in more than 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 because they perform equally well across channels, on-premises and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit genesys.com on Twitter, Facebook, YouTube, LinkedIn and the Genesys blog. ©2019 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys, the Genesys logo, and Genesys PureCloud are trademarks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies. The future of customer experience in Australia: How companies are Making Every Moment Count with AI, Cloud and Digital channels 2019-07-26T03:58:50Z the-future-of-customer-experience-in-australia-how-companies-are-making-every-moment-count-with-ai-cloud-and-digital-channels Global technology innovators Genesys® are bringing together IT industry leaders, contact centre specialists and the country’s best customer experience (CX) providers to discuss challenges, develop solutions and hear about real-life outcomes of exceptional CX application, at their G-Summit event in Melbourne. This special event will run over two days 30 - 31 July 2019 and will be the largest event of its type in Australia. Google Cloud is the platinum sponsor of this event and the after party. This year’s theme ‘Make Every Moment Count’, aims to improve the experience of Australian customers, agents and businesses through innovations in artificial intelligence (AI), digital channels and the cloud. Specific themes covered in eight immersive breakout streams include: Chatbot and voicebot possibilities Level-up your CX with disruptive innovations in AI Genesys AppFoundry – extending and expanding transformational value Getting to a smarter employee journey using automation at work Building an elite service organisation Moving your contact centre to the cloud Finding prospects, winning and keeping customers Genesys solutions roadmap With a focus on practical examples and proven technology applications, the G-Summit event series is renowned for its significant customer participation. Best-practice companies using Genesys platforms in innovative ways and delivering outstanding results will be sharing their stories, including: Jody Grima, Executive Director Service Delivery, Service NSW – Transforming Citizen Experience Luke Whytcross, Head of Customer Solutions, O’Brien Glass - Celebrating Award-Winning Customer Success Stories Steven Bailey, Chief Client Officer, MyBudget – Celebrating Award-Winning Customer Success Stories Julie Bingham, Head of Member Services, QSuper - The Tangible Value of Flexibility in Technology Investments Paula Mullan, Senior Manager Operational Effectiveness Everyday Banking, Westpac NZ - Building an Elite Service Organisation The closing keynote, A Long Way Home presented by the incredible and utterly inspiring Saroo Brierley, the boy who was separated from his family in India as a five-year-old and who found his way home 25 years later, will motivate the industry to constantly be looking to improve and never give up. -ends- Event Details: Date: 30 - 31 July 2019 Location: Melbourne, Australia View the full program here. Media Information Media are invited to attend the G-Summit in Melbourne, Australia. There will be limited opportunities for hosted media attendance for one or two of the days, or pre-selected sessions. Media unable to attend but wishing to dial into a single session may also be accommodated upon request. For further information or to request hosted attendance or session access, please email your name, position, publication to: elizabeth@zadroagency.com.au. Interviews with Genesys staff, keynote and session speakers are available. These include: Gwilym Funnell, Managing Director ANZ, Genesys Andy Hardy, Strategic Director, Employee Experience, Genesys Sophie Giesen, Head of Strategic Business Consulting ANZ, Genesys Brooke Hardy, Director, Genesys Care APAC, Genesys Andrew Slater, CEO, Homecare Medical Julie Bingham, Head of Member Services, QSuper Group Steven Bailey, Chief Client Officer, MyBudget Paula Mullan, Senior Manager Operational Effectiveness Everyday Banking, Westpac NZ Andrew Hume, CEO, Probe About G-Summit Learn about emerging technologies, talk with peers, explore the future of customer experience in the process, learn to make every moment count. That is not only our event theme, it’s our promise to you. Make every moment count at G-Summit and from every day forward as you engage with customers and take their experiences to new heights. About Genesys Genesys® powers more than 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, 11,000 companies in more than 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 because they perform equally well across channels, on-premises and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit genesys.com on Twitter, Facebook, YouTube, LinkedIn and the Genesys blog. ©2019 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys and the Genesys logo are trademarks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies. AI, Cloud, and the future of customer experience in New Zealand 2019-07-18T00:54:54Z ai-cloud-and-the-future-of-customer-experience-in-new-zealand Global technology innovators Genesys® are bringing together IT industry leaders, contact centre specialists and the country’s best customer experience (CX) providers to discuss challenges, develop solutions and hear about real-life outcomes of exceptional CX application, at their G-Summit event in New Zealand (NZ). This special event will run for one day only on 24 July 2019 and will be the largest event of its type in the region. This year’s theme ‘Make Every Moment Count’, aims to improve the experience of NZ customers, agents and businesses through innovations in artificial intelligence (AI), digital channels and the cloud. Specific themes covered in eight immersive breakout streams include: Chatbot and voicebot possibilities Moving your contact centre to the cloud The evolution of customer experience through AI Finding prospects, winning and keeping customers Genesys solutions roadmap Getting to a smarter employee journey using automation at work Building an elite service organisation Genesys AppFoundry – extending and expanding transformational value With a focus on practical examples and proven technology applications, the G-Summit event series is renowned for its significant customer participation. Best-practice companies utilising Genesys platforms in innovative ways and delivering outstanding results will be sharing their stories, including: Julie Bingham, Head of Member Services, QSuper - The Tangible Value of Flexibility in Technology Investments Ben Washbourne, IT Manager, HomeCare Medical - Changing the Game to Change Lives Paula Mullan, Senior Manager Operational Effectiveness Everyday Banking, Westpac NZ - Building an Elite Service Organisation The closing keynote, Transformation Highway presented by the inspiring and utterly unique Geoff Knight, acclaimed international opera singer and a former member of NZ’s most notorious bikie gang, will challenge the industry to venture into new territory with an open mind. -ends- Event Details: Date: 24 July 2019 Location: Wellington, New Zealand View the full program here. Media Information Media are invited to attend the G-Summit in Wellington, New Zealand. There will be limited opportunities for hosted media attendance for the full day, or pre-selected sessions. Media unable to attend but wishing to dial into a single session may also be accommodated upon request. For further information or to request hosted attendance or session access, please email your name, position, publication to: elizabeth@zadroagency.com.au. Interviews with Genesys staff, keynote and session speakers are available. These include: Gwilym Funnell, Managing Director ANZ, Genesys Andy Hardy, Strategic Director, Employee Experience, Genesys Sophie Giesen, Head of Strategic Business Consulting ANZ, Genesys Brooke Hardy, Director, Genesys Care APAC, Genesys Andrew Slater or Ben Washbourne, Homecare Medical Julie Bingham, Head of Member Services, QSuper Group George Yousif, Infrastructure & WFM Coordinator, Tokio Marine Steven Bailey, Chief Client Officer, MyBudget Paula Mullan, Senior Manager Operational Effectiveness Everyday Banking, Westpac NZ About G-Summit Learn about emerging technologies, talk with peers, explore the future of customer experience in the process, learn to make every moment count. That is not only our event theme, it’s our promise to you. Make every moment count at G-Summit and from every day forward as you engage with customers and take their experiences to new heights. About Genesys Genesys® powers more than 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, 11,000 companies in more than 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 because they perform equally well across channels, on-premises and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit genesys.com on Twitter, Facebook, YouTube, LinkedIn and the Genesys blog. ANZ workforce ahead of curve in acceptance of advanced training technology 2019-07-18T00:52:06Z anz-workforce-ahead-of-curve-in-acceptance-of-advanced-training-technology A recent employee survey conducted by global technology leader Genesys, revealed a significantly higher acceptance of advanced training technology by Australian and New Zealand employees, compared to those surveyed in other regions. Respondents from Australia and New Zealand (ANZ) had the highest combined positive attitude towards technology in the workplace (at 88%). In addition, they also returned the strongest positive reaction to training, assistance and automation by artificial intelligence (AI), augmented reality (AR), virtual reality (VR) and robots, differentiating their collective attitudes from their counterparts in the US, UK, Japan and Germany. 43% indicated they would be willing to be trained by an AI/Bot 44% indicated they would be willing to be trained by a human-like robot powered by AI 67% indicated they would be willing to use a virtual/digital assistant to help manage tasks and deadlines 67% indicated they would be willing to use AR or VR technology for job training In what might indicate confirmation of a generally accepted worldwide trend towards more flexible working conditions, full-time workers were up to 8% more willing to be trained by some forms of technology than part-time workers. Impact on the ANZ workforce Nearly 75% of ANZ respondents stated one of the main reasons for embracing technology in the workplace was for greater efficiency. Further, 45% of Australians and 49% of New Zealanders appreciated specific tools such as AI and Bots, because they believe it enables them to focus on other things. In line with global trends, the ANZ workforce is interested in working with AI, and 33% believe AI will have a positive impact on their jobs in the next five years. 24% reported they are already seeing a positive impact from this intelligent technology, and 54% of ANZ respondents believe they already possess the skills to work in an AI-enabled workplace. Challenges for the AI enabled workplace Although there was a positive sentiment to technology in the region overall, new and advanced tools are not without their implementation challenges. Governance, and where the responsibility to manage new technology should lie remains a concern, with 58% of respondents believing their company should have an ethical policy on the use of AI and bots in the workplace. 62% of ANZ employees also felt companies should be required to maintain a certain number of human employees, and 90% feel their employers should invest in training to help them upskill and make the most of advanced technology. Gwilym Funnell, Vice President of Sales & Managing Director of Australia & New Zealand, said these results did not surprise him. “We are seeing an increase in ANZ companies looking for innovative ways to implement technology to improve their current processes. The demand for providing fast, efficient and reliable service is growing, and the way to meet this demand is to seamlessly blend AI technologies with human support. “As our region is smaller and more agile than many other markets, we find the vast majority of businesses and employees are open to change, and it’s wonderful to see the results of our truly progressive workforce,” said Mr Funnell. Additional Survey Highlights: 25% of ANZ respondents have never felt threatened by technology 32% of people aged 18-38 years believe AI has had a positive impact on their job Just 10% of ANZ respondents expressed a dislike of new technology tools being introduced into the workplace Staff in smaller organisations sometimes feel more threatened by new technology than staff in larger organisations by 8% 69% of employees believe their employer understands how they use technology at work Survey Methodology and Participants 4,207 employees from five regions including the US, UK, Japan and Germany completed the online survey in April 2019. The ANZ region represented 19% of respondents, who were evenly divided into three age ranges (18-38, 39-54, 55-73) with women accounting for 51% and men 49%. Genesys® (www.genesys.com), the global leader in omnichannel customer experience and contact centre solutions, commissioned this survey to better understand current global attitudes towards artificial intelligence in the workplace and what this means for the future of AI. For a copy of the full survey data, please contact the Genesys media relations team at genesys@zadroagency.com.au -ENDS- About Genesys Genesys® powers more than 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, 11,000 companies in more than 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 because they perform equally well across channels, on-premises and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit genesys.com on Twitter, Facebook, YouTube, LinkedIn and the Genesys blog. ©2019 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys and the Genesys logo are trademarks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies. Australian MyBudget Customer Service Hero Recognised Globally 2019-06-12T03:47:48Z australian-mybudget-customer-service-hero-recognised-globally Genesys® (www.genesys.com), the global leader in omnichannel customer experience and contact centre solutions, has awarded the prestigious grand prize of their dedicated global CX Hero program to an Australian customer service agent. In recognition and appreciation of the work customer service agents do, Genesys created CX Heroes, to celebrate true stories of customer service agents going above and beyond the call of duty. The program aims to create a movement to appreciate the unsung heroes who ensure their customers receive premium service. Award entries were received from around the globe, with Genesys applying stringent judging criteria to submissions. One of the core metrics judges considered was the applicant’s ability to deliver impactful customer service. Of the global finalists, Australian customer service representative, Nicole Martin from MyBudget, was awarded the title, CX Hero of the Year. Nicole was presented with her award on a global stage in front of nearly 2,500 customer experience leaders. Ms Martin earned the title for her commitment and dedication to her customers, as demonstrated by going above and beyond the call of duty during Christmas. On the last business day before Christmas, Ms Martin answered a frantic call from a customer trying to get gifts delivered in time for the holiday. She was able to improvise a solution and worked tirelessly across multiple stakeholder groups to save the customer’s family Christmas from being torn apart. "I am thrilled to be recognised as the CX Hero of the Year. I really enjoy helping people, and that gives me great job satisfaction” said Nicole Martin, Customer Service Representative, MyBudget. You can read the full story here. -ends- Image: From left to right: Nate Bennett (Senior Product Marketing Manager, Genesys); Rebecca Pulbrook (National Client Success Leader, MyBudet); Nicole Martin (Customer Service Representative, MyBudget) About Genesys Genesys® powers more than 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, 11,000 companies in more than 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 because they perform equally well across channels, on-premises and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit genesys.com on Twitter, Facebook, YouTube, LinkedIn and the Genesys blog. ©2019 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys and the Genesys logo are trademarks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies. Media contacts Australia Elizabeth Williams Group Account Director ZADRO elizabeth@zadroagency.com.au +61 2 9212 7867 +61 411 201 354 Julie Donovan Senior Account Manager ZADRO julie@zadroagency.com.au +61 2 9212 7867 +61 410 510 080 Australia and New Zealand Shine in Global Customer Innovation Awards 2019-06-12T00:43:56Z australia-and-new-zealand-shine-in-global-customer-innovation-awards Genesys® (www.genesys.com), the global leader in omnichannel customer experience and contact centreer solutions, recognised leading Australian and New Zealand (ANZ) companies including Homecare Medical, Tokio Marine Australasia, MyBudget, O’Brien Glass, Teacher’s Mutual Bank and more during its 14th annual Customer Innovation Awards. Winners were announced on the opening day of Xperience 19, in Denver, Colorado. The Genesys Customer Innovation awards celebrate companies from around the world for using innovative approaches and technologies, such as the cloud and artificial intelligence, to drive business performance and deliver great customer experiences. The finalists were evaluated by a panel of judges, comprised of respected industry analysts from IDC, McGee-Smith Analytics and Ovum, as well as past Customer Innovation Award winners, including Bradesco, Harambee and QuinStreet. Organisations from ANZ were strongly represented, accounting for more than 25% of the global finalists. Top Australian and New Zealand honorees include: Homecare Medical — Winner of The CX Game Changer (Making a difference with CX technology) The New Zealand social enterprise achieved greater scalability by adding digital telehealth support channels, resulting in a 92% increase in annual interactions across voice, web chat, email, SMS and social media. Tokio Marine Management Australasia — Winner of The CX Team Player (Team productivity) The multinational insurer has improved agent schedule adherence by 30% by deploying workforce management since moving its contact centre to the cloud. MyBudget – Finalist of The CX Game Changer O’Brien Glass – Finalist in CX Visionary & CX Mover Teacher’s Mutual Bank – Finalist in CX Team Player Fair Work Ombudsman – Finalist in CX Visionary With submissions spanning the globe and tough international competition, the Australian and New Zealand companies were strongly represented, indicative of the high level of innovation and technology adoption in the region. Gwilym Funnel, Vice President of Sales and Managing Director for Genesys in Australia and New Zealand said, “Our Australian and New Zealand companies deserve to be applauded for their intelligent, targeted engagement strategies, and creative use of Genesys platforms. The adoption of advanced technology in this region has always been strong, and I’m thrilled to see this forward-thinking approach to the customer experience recognised globally.” “A highlight of each year is recognising our brilliant customers for their innovation and relentless focus on delivering the world’s best experiences,” said Merijn te Booij, Chief Marketing Officer, Genesys. “On behalf of everyone at Genesys, congratulations to all of the finalists and winners – and keep making every moment count.” Game Changing social enterprise making a difference with CX technology 2019-06-11T23:16:39Z game-changing-social-enterprise-making-a-difference-with-cx-technology Winners of the 14th annual Genesys Customer Innovation Awards were announced at Xperience19 in Denver, Colorado on Monday, with New Zealand based Homecare Medical acknowledged for their extraordinary community service, critical agility, and unique use of the Genesys Customer Experience platform. Honoured as the 2019 CX Game Changer (Making a difference with CX technology) Homecare Medical achieved greater population reach for its digitally delivered health and mental health services by adding digital telehealth support channels, resulting in a 92% increase in annual contacts across voice, web chat, email, SMS and social media. During the qualifying 2018 period, Homecare Medical: Had an average of 2,218 contacts a day from nearly 577,000 users Helped 26,847 people start their quit smoking journey Nurses provided health advice to 413,927 people Poisons Officers helped 22,553 people Mental health teams supported 69,431 people Emergency triage nurses aided 39,200 people - keeping hospitals and ambulances available for emergencies All while 74% of calls were answered in 20 seconds, 83% of calls in 60 seconds and 92% of calls within 3 minutes. As a social enterprise providing centralised, critical, time-sensitive and complex health services to members of the community, the panel of international judges of the Genesys Customer Innovation Awards were impressed with Homecare Medical’s bespoke use of the Genesys platform: seen in this unique, full channel and rapid growth formation for the first time in New Zealand. Andrew Slater, CEO, Homecare Medical and the driving force behind the rapid expansion, was onsite to receive the award. Leading a team of 30 who set up the integrated national telehealth service in just 15 weeks -which now has more than 400 staff based in four contact centres across the country - Mr Slater’s commitment to exceptional care never wavered. “Providing assistance to a diverse range of community sectors including at risk individuals, and running 30 digital help channels covering critical services such as general health mental heath, addictions, poisons, sexual trauma, crisis services, and after-hours GP support, means we need to connect to people when they are most in need of help or support, and however they need us. Genesys enables us to do to that,” said Mr Slater. The use of Genesys technology was highlighted with Homecare Medical’s remarkable response to the recent Christchurch terror attacks. Their unwavering commitment to Game Changing CX included delivering over 16,000 psychosocial sessions in the immediate aftermath of the devastating tragedy, truly representing an organisation making a difference with CX technology. -ENDS- Media Opportunities Limited interview opportunities are available with Andrew Slater, CEO, Homecare Medical. Andrew can provide powerful insight into how the Homecare Medial contact team were able to support the community after the tragic terror attack in Christchurch, their innovative use of the Genesys PureConnect platform, and providing agile, rapid deployment of integrated omnichannel telehealth solutions in New Zealand. Image: Andrew Slater, CEO, Homecare Ian McLean, NZ Country Manager, Genesys is also available for commentary Please contact Zadro for further information or to request an interview. About Genesys Genesys® powers more than 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, 11,000 companies in more than 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 because they perform equally well across channels, on-premises and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit genesys.com on Twitter, Facebook, YouTube, LinkedIn and the Genesys blog. Media Contacts Australia Elizabeth Williams Group Account Director ZADRO elizabeth@zadroagency.com.au +61 2 9212 7867 +61 411 201 354 Julie Donovan Senior Account Manager ZADRO julie@zadroagency.com.au +61 2 9212 7867 +61 410 510 080 New Zealand company recognised for changing the game, and changing lives 2019-06-11T02:26:05Z new-zealand-company-recognised-for-changing-the-game-and-changing-lives Winners of the 14th annual Genesys Customer Innovation Awards were announced at Xperience19 in Denver, Colorado last night, with New Zealand based Homecare Medical acknowledged for their extraordinary community service, critical agility, and unique use of the Genesys Customer Experience platform. Honoured as the 2019 CX Game Changer (Making a difference with CX technology) Homecare Medical achieved greater population reach for its digitally delivered health and mental health services by adding digital telehealth support channels, resulting in a 92% increase in annual contacts across voice, web chat, email, SMS and social media. During the qualifying 2018 period, Homecare Medical: Had an average of 2,218 contacts a day from nearly 577,000 users Helped 26,847 people start their quit smoking journey Nurses provided health advice to 413,927 people Poisons Officers helped 22,553 people Mental health teams supported 69,431 people Emergency triage nurses aided 39,200 people - keeping hospitals and ambulances available for emergencies All while 74% of calls were answered in 20 seconds, 83% of calls in 60 seconds and 92% of calls within 3 minutes. As a social enterprise providing centralised, critical, time-sensitive and complex health services to members of the community, the panel of international judges of the Genesys Customer Innovation Awards were impressed with Homecare Medical’s bespoke use of the Genesys platform: seen in this unique, full channel and rapid growth formation for the first time in New Zealand. Andrew Slater, CEO, Homecare Medical and the driving force behind the rapid expansion, was onsite to receive the award. Leading a team of 30 who set up the integrated national telehealth service in just 15 weeks -which now has more than 400 staff based in four contact centres across the country - Mr Slater’s commitment to exceptional care never wavered. “Providing assistance to a diverse range of community sectors including at risk individuals, and running 30 digital help channels covering critical services such as general health, mental health, addictions, poisons, sexual trauma, crisis services, and after-hours GP support, means we need to connect to people when they are most in need of help or support, and however they need us. Genesys enables us to do that,” said Mr Slater. The use of Genesys technology was highlighted with Homecare Medical’s remarkable response to the recent Christchurch terror attacks. Their unwavering commitment to Game Changing CX included delivering over 16,000 psychosocial sessions in the immediate aftermath of the devastating tragedy, truly representing an organisation making a difference with CX technology. -ENDS- Media Opportunities Limited interview opportunities are available with Andrew Slater, CEO, Homecare Medical. Andrew can provide powerful insight into how the Homecare Medial contact team were able to support the community after the tragic terror attack in Christchurch, their innovative use of the Genesys PureConnect platform, and providing agile, rapid deployment of integrated omnichannel telehealth solutions in New Zealand. Image: Andrew Slater, CEO, Homecare Ian McLean, NZ Country Manager, Genesys is also available for commentary Please contact Zadro for further information or to request an interview. About Genesys Genesys® powers more than 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, 11,000 companies in more than 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 because they perform equally well across channels, on-premises and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit genesys.com on Twitter, Facebook, YouTube, LinkedIn and the Genesys blog. Media Contacts Australia Elizabeth Williams Group Account Director ZADRO elizabeth@zadroagency.com.au +61 2 9212 7867 +61 411 201 354 Julie Donovan Senior Account Manager ZADRO julie@zadroagency.com.au +61 2 9212 7867 +61 410 510 080 Genesys Taps Former Cisco, Microsoft and Skype Exec Tony Bates as CEO 2019-05-06T23:29:59Z genesys-taps-former-cisco-microsoft-and-skype-exec-tony-bates-as-ceo Genesys® (www.genesys.com), the global leader in omnichannel customer experience and contact centre solutions, today announced Tony Bates as its new Chief Executive Officer (CEO), effective immediately. Bates succeeds Paul Segre, who will continue with Genesys as Chairman of the company. “In my 12 years as CEO, I’ve had the privilege of working with the best team in the industry. We have repeatedly disrupted the market, most recently with our cloud and artificial intelligence (AI) innovations, and ended 2018 with $1.5 billion in revenue – our best year yet,” Segre said. “I couldn’t be more thrilled to step into a new role as chairman at this high point in the company’s history and welcome our new CEO, Tony Bates, at a time when there’s so much opportunity for Genesys.” Bates has decades of experience and success steering business-to-business and business-to-consumer companies through industry transitions and rapid scaling. This includes leading Cisco’s Service Provider business and growing its Enterprise and Commercial division to more than $20 billion in annual revenue. As CEO of Skype, Bates expanded the business to over 170 million connected users. Once Skype was acquired by Microsoft, Bates became President responsible for unified communications before serving as Executive Vice President of business development and developers. In addition to his role at Genesys, Bates will continue his appointments on the board of directors at both VMWare and eBay. The company also announced today that President Tom Eggemeier will transition into a new role as a partner at one of the company’s private equity investors, Permira. Presently, the Permira Funds and Hellman & Friedman own a combined majority stake in Genesys. “The opportunity to lead Genesys at this pivotal moment is truly an honour,” said Bates. “With its next-generation cloud business growing 85% year over year and rapid injection of AI throughout its customer experience platform, Paul and Tom have done an incredible job building Genesys into a market leader with a remarkable customer base. Especially noteworthy is its PureCloud offer, which is one of the fastest growing SaaS businesses ever, on par with high-growth companies like Zoom [1]. The immense opportunity ahead of us is clear, and I intend to ensure that we capitalise on it.” Brian Ruder, partner and co-head of Permira’s technology team commented, “With Tony at the helm, Genesys is poised to continue achieving record revenue, profitability, customer success and business impact in the market, building on the incredible foundation Paul and Tom established for the company. We are thrilled to keep working with Paul as chairman of Genesys, and to welcome Tom to Permira, where he will continue to help the Genesys team drive growth and bring his talents to our entire technology portfolio as well.” Tarim Wasim, partner at Hellman & Friedman said, “Tony brings years of proven success leading technology businesses as they navigate change and drive rapid growth. We welcome his energy, direction and leadership as Genesys builds on its recent momentum. We would also like to thank Paul and Tom for their stewardship, deep engagement and strong initiative in propelling Genesys forward as the undisputed leader in the customer experience market.” [1] Source: Based on publicly available financials from SEC filings (with exception of Genesys PureCloud) Zoom: Total revenue from FYE Jan 2017 to FYE Jan 2019 Genesys PureCloud: PureCloud revenue from FYE Dec 2017 to FYE Dec 2019 (budgeted) Greater Bank propels its digital transformation by moving to the cloud with Genesys 2019-04-15T05:24:40Z greater-bank-propels-its-digital-transformation-by-moving-to-the-cloud-with-genesys Greater Bank, an Australian customer-owned financial institution, has deployed the Genesys PureCloud® platform because of its flexibility, scalability and the ease with which it connects every customer interaction across channels, including voice, email, web chat, social media and SMS. PureCloud is an all-in-one cloud customer engagement and employee collaboration solution from Genesys (www.genesys.com/anz), the global leader in omnichannel customer experience and contact centre solutions. Greater Bank’s Head of Contact Centre, Natalie Lane, said the move to PureCloud was driven by the business’ goal is to empower customers by enabling them to access and use products and services when they want, and on the channels of their choice. “To provide this level of service, we needed to become the bank of tomorrow by undergoing a digital transformation. This started with moving our contact centre to PureCloud,” Mrs Lane said. Greater Bank has replaced its outdated, on-premise customer management software with the PureCloud platform to handle approximately 250,000 inbound calls annually and support more than 70 agents in a new, state-of-the-art customer experience hub in Newcastle, NSW. “We chose PureCloud because it allows us the flexibility to scale up as needed, tap into other features at no additional cost and gives our employees the capability to better facilitate our customers across time zones. To put it simply – PureCloud provides excellent value for money,” Mrs Lane continued. Greater Bank has earned a track record of excellence in customer service with recognition as Bank of the Year by Roy Morgan for two years running (2016 and 2017) and achieving consistently higher than average customer satisfaction ratings. The moment of truth came for Greater Bank when it conducted a pilot program which evaluated the platform’s robust capabilities. “In what could have been a period of disruption for both our employees and customers, we maintained our exceedingly high 9 out of 10 customer satisfaction rating when we tested PureCloud. This was the proof we needed,” Mrs Lane said. Greater Bank was also impressed with PureCloud’s speed of deployment, which took only six weeks from start to finish. “Despite the complexity of the project, the full deployment of PureCloud was fast and easy – from setting up call queues, building IVRs and training staff. We like that queue management has become simpler and new features are continuously delivered without interruption.” Mrs Lane also commented that PureCloud helped the bank take its reporting capabilities a big step forward. “The monitoring, call recording and live SLA reporting has opened the door for ongoing coaching opportunities for staff. We also have benefited from the real-time performance of our call queues.” “Our long-term goal is to continue driving innovation by adding new digital features, functionality and integrations. Our business model revolves around our customer, and we consider PureCloud a key differentiator for our continued success.” Launched globally in 2015, the PureCloud platform is a unified, all-in-one customer engagement and business communications solution that is proven to provide a return on investment (ROI) nearing 600 percent* in three years and payback in less than three months. A true cloud offering based on microservices architecture, PureCloud is flexible, open, feature-rich, and built for rapid innovation, providing organisations with a future-proof solution for quickly scaling to meet customer growth. *A commissioned Total Economic Impact (TM) of Genesys PureCloud study conducted by Forrester Consulting on behalf of Genesys, December 2017. Greater Bank underpins local growth and development with global cloud technology from Genesys 2019-04-15T00:51:59Z greater-bank-underpins-local-growth-and-development-with-global-cloud-technology-from-genesys Greater Bank, an Australian customer-owned financial institution, is rejecting the recent trend to send customer service roles offshore, and has deployed the Genesys PureCloud® platform to create business efficiencies, enhance customer experience and cultivate its local workforce. Due to its flexibility and the ease with which it connects interactions across all channels, the PureCloud platform has helped Greater Bank improve customer and employee collaboration, simplifying the communication process. The innovative solution from Genesys, the global leader in omnichannel customer experience and contact centre solutions, was deployed to replace Greater Bank’s on-premise customer management software. The PureCloud platform supports more than 70 agents and handles approximately 250,000 inbound calls annually to Greater Bank’s new, state-of-the-art customer experience hub in Newcastle, NSW. Increased job satisfaction, flexible working conditions and locations are also made possible with the scaleable and fully integrated platform, leading to an evolution in the Hunter Region workforce. Greater Bank’s Head of Contact Centre Natalie Lane, said the business was looking for a solution that would benefit both customers and employees. “We needed a system that would empower our customers to access and use our products and services when they want and on the channels of their choice. Equally, to retain and attract talent, we required a solution that was easy to use and could provide our team the flexibility to work wherever they needed,” Mrs Lane said. “To provide this level of service, we knew we needed to become the bank of tomorrow by undergoing a digital transformation. This started with moving our contact centre to PureCloud. “We chose PureCloud because it allows us to scale our contact centre operations in line with call volumes, tap into other features at no additional cost and gives our employees the capability to better facilitate our customers across timezones. To put it simply – PureCloud provides excellent value for money,” Mrs Lane said. Greater Bank has earned a track record of excellence in customer service with recognition as Bank of the Year by Roy Morgan for two consecutive years (2016 and 2017) and consistently achieving higher than average customer satisfaction ratings. The moment of truth came for Greater Bank when it conducted a pilot program which evaluated the platform’s robust capabilities. “In what could have been a period of disruption for both our employees and customers, we maintained our exceedingly high 9 out of 10 customer satisfaction rating when we tested PureCloud. This was the proof we needed,” Mrs Lane said. Greater Bank was also impressed with PureCloud’s speed of deployment, which took only six weeks from start to finish. “Despite the complexity of the project, the full deployment of PureCloud was fast and easy – from setting up call queues, building IVRs and training staff. We like that queue management has become simpler and new features are continuously delivered without interuption.” “Our long-term goal is to continue driving innovation by adding new digital features, functionality and integrations. Our business model revolves around our customer, team and community, and we consider PureCloud a key differentiator for our continued success.” Launched globally in 2015, the PureCloud platform is a unified, all-in-one customer engagement and business communications solution that is proven to provide a return on investment (ROI) nearing 600 percent* in three years and payback in less than three months. A true cloud offering based on microservices architecture, PureCloud is flexible, open, feature-rich, and built for rapid innovation, providing organisations with a future-proof solution for quickly scaling to meet customer growth. *A commissioned Total Economic Impact(TM) of Genesys PureCloud study conducted by Forrester Consulting on behalf of Genesys, December 2017.