genesys

Case Study: Western Sydney University uplifts the digital student experience

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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'

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

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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