{"id":378831,"date":"2021-05-23T21:04:48","date_gmt":"2021-05-24T04:04:48","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=announcements&p=378831"},"modified":"2022-01-18T22:34:08","modified_gmt":"2022-01-19T06:34:08","slug":"suncorp-taps-genesys-for-digital-transformation-projects","status":"publish","type":"announcements","link":"https:\/\/www.genesys.com\/en-sg\/company\/newsroom\/announcements\/suncorp-taps-genesys-for-digital-transformation-projects","title":{"rendered":"Suncorp taps Genesys for digital transformation projects"},"content":{"rendered":"

[vc_section full_width=”stretch_row” css=”.vc_custom_1572299908147{padding-bottom: 0px !important;}”][vc_row equal_height=”yes” content_placement=”middle”][vc_column][vc_column_text el_class=”pre_h1″]05\/24\/2021[\/vc_column_text][vc_column_text]<\/p>\n

Suncorp taps Genesys for digital transformation projects<\/strong><\/h1>\n

Leading financial services provider transitions 7,000 contact centre agents to Genesys Multicloud CX to deliver personalised customer experiences <\/em><\/h2>\n

[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section css=”.vc_custom_1572297878492{padding-top: 0px !important;}”][vc_row][vc_column][vc_column_text]<\/p>\n

Leading financial services provider, Suncorp<\/a>, has adopted the Genesys Contact Centre platform to deliver tailored experiences that connect every interaction to its customers across Australia and New Zealand.<\/p>\n

The listed financial services company partnered with Genesys\u00ae,<\/a> a global leader in cloud customer experience<\/a> and contact centre solutions<\/a>, to enable this digital transformation, which is one of the largest Australian contact centre migration projects in the past decade.<\/p>\n

In its first stage of implementation, Suncorp has deployed the Genesys Multicloud CX\u2122 solution to improve its customer experience and power over 15 million voice interactions annually.<\/p>\n

The major driving forces behind Suncorp\u2019s decision to commence this large-scale digital transformation was to boost capacity, while supporting a fluid workplace across multiple sites, and providing greater flexibility to manage workload. It was also to improve its ability to respond quickly to claim events and ensure it prioritises customers in the moments that matter.<\/p>\n

Leveraging AI for personalisation and efficiency<\/strong><\/p>\n

The second phase of this transformation project will entail Suncorp deploying new Artificial Intelligence-powered capabilities across the Genesys Multicloud CX platform.<\/p>\n

The company plans to leverage Genesys Intelligent Automation to combine real-time customer journey data with native and third-party AI services to assist customer interactions.\u00a0A blend of virtual and human resources will enable Suncorp to deliver truly personalised customer engagement at scale.<\/p>\n

One example of this is the delivery of an AI-powered solution to automate the customer identification and verification process. Each caller will be securely identified and verified before they reach an agent, resulting in reduced wait times and improved customer experience. Once delivered, it is predicted that each customer will save up to 90 seconds per call.<\/p>\n

Moving from a legacy platform to a hybrid approach of cloud and on-premises technology will empower Suncorp\u2019s contact centre agents to offer customers customised experiences across all brands and products.<\/p>\n

Alli Smith, Suncorp\u2019s Executive General Manager of Home Claims,<\/strong> said: \u201cWe aim to be the \u2018insurer of the future\u2019 by providing our customers with interactions and experiences that make their lives easier from the very first moment they engage with us.<\/p>\n

\u201cBy using AI and offering service across all channels, including voice and digital, this hybrid Genesys solution will allow us to be flexible with our team and customers.\u201d<\/p>\n

Mark Buckley Vice President, Australia and New Zealand at Genesys <\/strong>said the increasingly high expectations of customers across all industries mean that businesses are under intense pressure to keep up with customers\u2019 demands or risk losing out to competition.<\/p>\n

\u201cGenesys has built a reputation for developing some of the world\u2019s most sophisticated contact centre solutions that help businesses to transform. We are proud that Suncorp has selected Genesys technology to stay ahead of the game. By providing a seamless customer experience at every step of their customer journey, Suncorp has proven that they are on the right path to grow, innovate and remain the market leader in their space,\u201d said Mr Buckley.<\/p>\n

-ends-<\/strong><\/p>\n

 <\/p>\n

NOTES TO EDITORS <\/strong><\/p>\n

About Genesys<\/strong><\/p>\n

Every year, Genesys\u00ae delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM<\/sup> so organisations of any size can provide true personalisation at scale, interact with empathy, and foster customer trust and loyalty. Visit\u00a0 www.genesys.com\/en-sg\u202f<\/a><\/p>\n

\u00a92021 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Multicloud CX and Experience as a Service are trademarks, service marks and\/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.<\/p>\n

 <\/p>\n

Media contacts<\/strong><\/p>\n

Genesys APAC<\/strong><\/p>\n

Manali Pattnaik<\/strong>, Senior Public Relations Manager, APAC<\/p>\n

Genesys<\/p>\n

manali.pattnaik@genesys.com<\/a><\/p>\n

+65 8321 7924<\/p>\n

 <\/p>\n

Australia<\/strong><\/p>\n

Oakley Grioli<\/strong>, Senior Account Executive<\/p>\n

ZADRO<\/p>\n

oakley@zadroagency.com.au<\/a> <\/u><\/p>\n

+61 434 295 302<\/p>\n

\u00a0<\/strong><\/p>\n

\u00a0<\/strong>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row” css=”.vc_custom_1572299908147{padding-bottom: 0px !important;}”][vc_row equal_height=”yes” content_placement=”middle”][vc_column][vc_column_text el_class=”pre_h1″]05\/24\/2021[\/vc_column_text][vc_column_text] Suncorp taps Genesys for digital transformation projects Leading financial services provider transitions 7,000 contact centre agents to Genesys Multicloud CX to deliver personalised customer experiences [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section css=”.vc_custom_1572297878492{padding-top: 0px !important;}”][vc_row][vc_column][vc_column_text] Leading financial services provider, Suncorp, has adopted the Genesys Contact Centre platform to deliver tailored experiences that connect […]<\/p>\n","protected":false},"author":728,"featured_media":0,"template":"","class_list":["post-378831","announcements","type-announcements","status-publish","hentry"],"acf":{"news_date":"05\/24\/2021","utm_pass":false,"asset_expiration":"","disable_chat":false,"meta_title":"Suncorp taps Genesys for digital transformation projects","meta_description":"Suncorp taps Genesys for digital transformation projects. Read the release","no_index":false,"no_follow":false,"meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","enable_external_utm":false},"news_date":"2021-05-24","_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/announcements\/378831","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/announcements"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/announcements"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/728"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/announcements\/378831\/revisions"}],"predecessor-version":[{"id":416618,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/announcements\/378831\/revisions\/416618"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=378831"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}