{"id":396790,"date":"2021-09-07T19:46:36","date_gmt":"2021-09-08T02:46:36","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=announcements&p=396790"},"modified":"2021-09-07T19:48:59","modified_gmt":"2021-09-08T02:48:59","slug":"genesys-unveils-winners-of-16th-annual-customer-innovation-awards-leading-australian-and-new-zealand-organisations-recognised-for-cx-excellence","status":"publish","type":"announcements","link":"https:\/\/www.genesys.com\/en-sg\/company\/newsroom\/announcements\/genesys-unveils-winners-of-16th-annual-customer-innovation-awards-leading-australian-and-new-zealand-organisations-recognised-for-cx-excellence","title":{"rendered":"Genesys unveils winners of 16th annual Customer Innovation Awards; Leading Australian and New Zealand organisations recognised for CX excellence"},"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″]09\/08\/2021[\/vc_column_text][vc_column_text]<\/p>\n

Genesys unveils winners of 16th annual Customer Innovation Awards<\/strong><\/h1>\n

Leading Australian and New Zealand organisations recognised for CX excellence<\/strong><\/h1>\n

Genesys honours organisations across the world for their innovation and dedication to reimagining the customer experience<\/em><\/h2>\n

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Genesys<\/a>\u00ae<\/sup>, a global cloud leader in customer experience orchestration, announced the winners of its 16th annual Customer Innovation Awards. Among the eight winners were four local organisations Service NSW, Woolworths, Kiwibank and Spark, showcasing the successful business transformation and customer service excellence accomplishments coming out of Australia and New Zealand.<\/span><\/p>\n

This year\u2019s Genesys Customer Innovation Awards recognises eight companies of varying sizes and industries that leverage a range of technologies, such as cloud and artificial intelligence, to drive exceptional customer experiences. A panel of judges, including industry analysts and consultants from Omdia, McGee-Smith Analytics and Efficio, as well as representatives from Customer Innovation Award-winning<\/a> customers and Genesys executives, evaluated the finalists<\/a>.<\/span><\/span><\/p>\n

\u201cWe are incredibly proud that <\/span><\/span>Kiwibank, Service NSW, Spark and Woolworths have bagged the CIA awards and are recognised on a global level for their commitment to offer relevant, timely and meaningful services to meet their customer needs during a very challenging year,\u201d said Mark Buckley, Vice President, Australia and New Zealand, Genesys. \u201cThey have demonstrated a deep commitment to put customers at the centre of their company efforts to deliver efficient, meaningful and empathetic services through the power of human expertise and technology.\u201d<\/span><\/span><\/p>\n

The 2021 winners include:<\/span><\/b><\/b><\/p>\n

Service NSW \u2014 CX Empathy <\/strong>(Best use of empathy in customer experience)<\/p>\n

Whether its aiding Australians who have been impacted by devastating bushfires, flooding or the COVID-19 pandemic, the Service NSW team handles each interaction with empathy and understanding. Genesys CloudTM<\/sup> gives Service NSW a unified communication and collaboration platform so it can meet continuously changing needs within the organisation and its contact centre. It has also helped Service NSW redefine its recruitment and streamline onboarding to rapidly hire and train new staff with specialty skills to support customers in crisis.<\/p>\n

Woolworths\u00a0\u2014\u00a0CX Innovator<\/strong>\u00a0(Most\u00a0successful\u00a0innovation)<\/p>\n

The Woolworths Retail Customer Service team created a Smart IVR using Google\u00a0Dialogflow\u00a0integrated with\u00a0the\u00a0Genesys\u00a0Multicloud\u00a0CXTM<\/sup>\u00a0solution.\u00a0Launched in January 2021, Woolworths customer agents use the conversational AI capabilities in Smart IVR to help thousands of customers each week answer simple queries, including order tracking, FAQs and refunds. In addition, Woolworths Finance Shared Services integrated robotic process automation (RPA) technologies with\u00a0Genesys Cloud to provide faster customer responses while relieving team members from dealing with repetitive, manual tasks. The result was a 28% increase in employee satisfaction, significant efficiency gains and exceptional levels of customer service \u2014 with quite complicated supplier queries resolved within minutes.<\/p>\n

Kiwibank\u00a0& Spark\u00a0\u2014\u00a0CX Mover<\/strong>\u00a0(Partner implementation\u00a0\u2013 Best cloud implementation)<\/p>\n

Working with Spark,\u00a0Kiwibank\u00a0rapidly deployed the\u00a0Genesys Cloud solution within five weeks as part of its business continuity plan. With this implementation, it eliminated five legacy systems \u2014 reducing platform costs by 50%. To date,\u00a0Kiwibank\u00a0has added nearly 600 active users (including over 300 concurrent users) and helped customers avoid more than 2.9 million minutes waiting on hold.<\/p>\n

Company Nurse & Lintelio \u2014 CX Creator<\/strong> (Best use of customisation)<\/p>\n

Company Nurse used the Genesys Cloud platform to develop Lintelio, an innovative COVID-19 digital screening and triage guidance solution to help organisations maintain healthy work environments. Lintelio has evolved into a new business venture that allows organisations to proactively manage the health and safety of their employees. In less than a year, it has added 33,000 active users and is completing 100,000 weekly health transactions for over 100 organisations in 700 locations.<\/p>\n

Xerox\u00a0\u2014\u00a0CX Mover\u00a0<\/strong>(PS implementation \u2013 Best cloud implementation)<\/p>\n

With the help of\u00a0Genesys\u00a0Professional Services, Xerox migrated nearly 3,600 agents across multiple time zones, business units and 14 languages in just nine months to\u00a0Genesys Cloud. In the process, seven legacy platforms were retired, allowing Xerox to unify its customer journey.<\/p>\n

Rochester Regional Health\u00a0\u2014\u00a0CX Mover<\/strong>\u00a0(Self implementation\u00a0\u2013\u00a0Best cloud implementation)<\/p>\n

When the COVID-19 pandemic struck, Rochester Regional Health set off on a path to consolidate systems and move its contact centre to the cloud. By implementing\u00a0Genesys Cloud, Rochester Regional Health was able to shift hundreds of support staff almost overnight to remote working as demand for telehealth skyrocketed.\u00a0Genesys Cloud also enabled Rochester Regional Health to establish several COVID-19 focused phone lines,\u00a0including an employee hotline for symptom self-reporting.<\/p>\n

Presbyterian Healthcare Services\u00a0\u2014\u00a0CX Team Mobilizer<\/strong>\u00a0(Best\u00a0example of\u00a0team productivity)<\/p>\n

Presbyterian Healthcare Services has used\u00a0Genesys\u00a0Multicloud\u00a0CX for many years to enhance the experience of patients, members and the communities it serves. To improve operational efficiency, Presbyterian Healthcare Services worked with\u00a0Genesys\u00a0to optimise its\u00a0Genesys\u00a0Workforce Engagement Management solution. This has been instrumental in helping Presbyterian achieve a 33% improvement in agent utilisation, providing schedule flexibility for agents, decreasing total abandoned calls, and avoiding financial penalties of nearly $73 million each year.<\/p>\n

 <\/p>\n

About Genesys<\/span><\/b><\/p>\n

Every year, Genesys orchestrates more than 70 billion remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a ServiceSM<\/sup>, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised 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. Visit www.genesys.com\/en-sg<\/span><\/a>.<\/span><\/p>\n

\u00a0<\/span>\u00a92021 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud, Genesys Engage, Genesys Multicloud CX, Genesys DX 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.<\/span><\/p>\n

 <\/p>\n

Media contacts<\/span><\/b><\/p>\n

Genesys APAC<\/span><\/b><\/p>\n

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

Genesys<\/span><\/p>\n

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

+<\/span>65 8321 7924 <\/span><\/p>\n

 <\/p>\n

\u00a0<\/span><\/p>\n

[\/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″]09\/08\/2021[\/vc_column_text][vc_column_text] Genesys unveils winners of 16th annual Customer Innovation Awards Leading Australian and New Zealand organisations recognised for CX excellence Genesys honours organisations across the world for their innovation and dedication to reimagining the customer experience [\/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] Genesys\u00ae, a global cloud leader in customer experience […]<\/p>\n","protected":false},"author":728,"featured_media":0,"template":"","class_list":["post-396790","announcements","type-announcements","status-publish","hentry"],"acf":{"news_date":"09\/08\/2021","utm_pass":false,"asset_expiration":"","enable_external_utm":false,"disable_chat":false,"meta_title":"","meta_description":"Genesys unveils winners of 16th annual Customer Innovation Awards. Read the release","no_index":false,"no_follow":false,"meta_twitter_image":false,"meta_twitter_title":"","meta_twitter_description":"","meta_facebook_image":false,"meta_facebook_title":"","meta_facebook_description":""},"news_date":"2021-09-08","_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/announcements\/396790","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\/396790\/revisions"}],"predecessor-version":[{"id":396806,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/announcements\/396790\/revisions\/396806"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=396790"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}