Love, care and exceptional service
Anglicare Sydney is a Christian non-profit providing care to older people and services to the vulnerable across a large area of New South Wales, Australia.
Anglicare has been serving those in need for more than 160 years, employing 4,000 staff and serving alongside 2,000 volunteers, to share the love of Jesus, enrich lives and strengthen communities.
“We strive to make a real and positive difference in the life of each person we serve and exceed their expectations with love, care and exceptional service,” said Roy Hazelwood, Contact Center Manager at Anglicare Sydney.
To support the provision of a diverse range of services to clients across the Diocese of Sydney, Anglicare Sydney had relied on two on-premises contact center platforms. But it faced numerous challenges, including the lack of a consistent view of customer experience, an end-of-life Cisco system with remote work issues, regular Avaya outages and limited reporting.
A flexible new platform
With these challenges, the team at Anglicare Sydney recognized the need for a new contact center platform that could significantly improve both staff and client experiences. The organization also wanted to find a vendor that could demonstrate a cultural alignment and strong understanding of its objectives.
“From the very beginning of this process, we were acutely aware that we would only be successful if we were able to meet both our employee and customer experience objectives,” said Hazelwood. “While the product and implementation were important, for Anglicare Sydney ongoing support was the deciding factor. We wanted a technology partner that would be with us for the long term.”
After assessing a range of options on the market, it decided in 2020 to replace one of its legacy platforms with the Genesys Cloud platform.
“We initially implemented Genesys Cloud during the COVID-19 pandemic for 20 agents from our customer contact center, our IT service desk, and our customer experience and support services division,” said Hazelwood. “We quickly realized many benefits from the platform and, in 2022, we migrated 70 users from our Anglicare Sydney division onto Genesys.”