Diabetes Victoria

Diabetes Victoria boosts contact centre capacity with Genesys in partnership with QPC

Diabetes Victoria is a peak consumer body and leading charity representing all people affected by diabetes and those at risk of developing diabetes. The organisation has 40,000 financial members and provides support and services to more than 300,000 people across the state that are affected by diabetes.

As the number of people diagnosed with diabetes continues, the organisation has increased pressure to maintain high level of service and improve productivity at the same time. During early 2016, it became clear to senior management that the organisation’s contact centre in Campbellfield, Melbourne, was in need of a capacity boost. This was when QPC stepped in with the Genesys Cloud CX™ solution to improve overall productivity by 25%.

Benefits

Gave agents access to client details via screen pops
Improved productivity and customer service level
25% increase in overall productivity within the center

Challenges

Increase in number of diagnosed cases adds pressure to provide patient support
Improve productivity while maintaining consistently high level of service
Meet increasing call volumes and improve ease of use for agents

Product

Genesys Cloud CX

Read the customer story

“We could see that Genesys Cloud CX offered all the functionality we required, both for our state-based activities and also for the potentially expanded role of a national contact centre.”

Lalith Abeysena, Chief Operating Officer, Diabetes Victoria

+1.888.436.3797

About Genesys

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.