Ensuring business continuity during a crisis

Committed to a customer experience transformation, McMillan Shakespeare moved to Genesys Multicloud CX™ from an on-premises Genesys solution to improve its agility and business continuity. The upgraded platform enables remote working, provides additional functionality and offers flexibility to scale its contact center operations to meet the company’s long-term needs.

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Two weeks

for complete work-from-home transition

Enhanced

customer visibility

Richer

customer and employee experience

Flexibility

to scale contact center operations

There’s a difference between good customer service and good customer experience, and that’s evolved in platforms like Genesys. It’s solid, it’s reliable, but it’s also feature-rich.

Daniel Giesen-White

Chief Information Officer

McMillan Shakespeare

McMillan Shakespeare (MMS) provides salary packaging, novated leasing, asset management and related financial products and services across Australia, New Zealand and the United Kingdom. To keep pace with its constantly evolving operations environment, the company wanted a more agile contact center solution — one that could anticipate customer needs while personalizing the customer experience.

For the past decade, MMS had been using an on-premises Genesys solution to manage its contact center. But over time, MMS realized that advancing to a cloud-based solution would be the best approach to achieve its customer experience transformation objectives.

A primary driver for this change is the ability to gain access to the latest features and add-ons that are now available on the Genesys Multicloud CX platform. In addition, the COVID-19 pandemic accelerated the company’s need to enable its employees to more easily work from home during the pandemic.

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At a glance

Industry: Financial services

Location: Australia

Company size: 300 agents

Challenges

  • Accelerate innovation
  • Lack of work-from-home capability for agents

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