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genesys
genesys
Case Study: Western Sydney University uplifts the digital student experience
Upgrades “antiquated” phone system.
Oct 24 2024 2:34PM
HR
Genesys confidentially files for US IPO
As AI boom drives demand.
Manya Saini and Niket Nishant
Oct 22 2024 6:17AM
Software
Case Study: Beyond Bank boosts call centre, expands digital capabilities
Uplifts customer satisfaction to 92 percent and cuts call wait times.
Kate Weber
Oct 17 2024 1:57PM
Finance
BoQ Group top learning: digital curation
As the company boosts call centre operations.
Digital Nation Staff
Sep 25 2024 4:03PM
Finance
St Vincent's Care Services eyes “small scale” AI use cases
Drive employee self-service.
Digital Nation Staff
Sep 3 2024 3:30PM
HR
Newcastle Greater Mutual Group taps AI to overhaul its customer and staff experience
Undergoes transformation following merger.
Digital Nation Staff
Aug 23 2024 5:03PM
Finance
Humm Group boosts agent effectiveness and automates QA in under six months
Plus highlight self-service opportunities.
Digital Nation Staff
Aug 21 2024 4:10PM
Marketing
Western Sydney University achieves 65 percent reduction in average call response time
Plus 30 minutes saved per day.
Kate Weber
Aug 14 2024 2:35PM
Emerging Tech
The importance of The Salvation Army delivering empathy at scale through its call centres
Boosts its community reach.
Digital Nation Staff
Aug 12 2024 2:04PM
Marketing
Colonial First State sees 40 percent of customer interactions move to web messaging
The change "work really well".
Digital Nation Staff
Aug 6 2024 3:40PM
Marketing
Case study: Sumo Energy automates its customer feedback processes
Uplift in NPS score.
Athina Mallis
Dec 7 2023 2:42PM
Marketing
ATO to boost call centre software
In new three-year $2.5 million contract with Prophecy.
Kate Weber
Jul 5 2023 6:45AM
Software
Building customer empathy is imperative: Genesys execs
Three ways to make an organisation people centric.
Athina Mallis
Aug 4 2022 3:25PM
Finance
TPG Telecom puts fresh targets on IT simplification
Restructures tech leadership team.
Richard Chirgwin
Jun 27 2022 1:10PM
Telco/ISP
Case Study: Humm Group consolidates customer services systems
Invests in Genesys Pure Cloud.
Velvet-Belle Templeman
Mar 1 2022 4:32PM
Emerging Tech
Canteen invests in AI to improve donor attrition
Shifts to outbound calling.
Velvet-Belle Templeman
Feb 11 2022 11:19AM
Emerging Tech
Case Study: BizCover augments the agent experience
Invests in Genesys and Salesforce.
Velvet-Belle Templeman
Feb 10 2022 11:24AM
Marketing
Woolworths Finance Shared Services undergoes transformation
Of its customer and supplier contact operations.
Kate Weber
Oct 20 2021 6:33AM
Financial Services
Service NSW to make its contact centre operations 'geographically agnostic'
Under broader transformation effort.
Ry Crozier
Sep 10 2021 1:15PM
Cloud
Suncorp readies first rollout of new CAPE pricing engine
As tech costs climb on cloud hosting expenses, digitisation push.
Kate Weber
Aug 9 2021 6:16PM
Financial Services
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