{"id":396583,"date":"2021-09-07T01:08:03","date_gmt":"2021-09-07T08:08:03","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/congratulations-to-the-2021-genesys-customer-innovation-awards-winners"},"modified":"2021-09-08T06:55:52","modified_gmt":"2021-09-08T13:55:52","slug":"congratulations-to-the-2021-genesys-customer-innovation-awards-winners","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/congratulations-to-the-2021-genesys-customer-innovation-awards-winners","title":{"rendered":"Congratulations to the 2021 Genesys Customer Innovation Awards Winners"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=”.vc_custom_1630995907672{margin-bottom: -50px !important;}”]We\u2019re excited to announce the winners of the 16th annual Genesys Customer Innovation Awards, which shine a spotlight on organisations that truly go above and beyond to deliver exceptional customer experience (CX). In a year marked by adversity, it\u2019s clear our customers and partners are working harder than ever to provide Experience as a Service<\/span>\u00a0to their customers.<\/span>\u00a0<\/span><\/p>\n

Despite the pandemic and other challenges, our\u00a0Customer Innovation Awards winners\u00a0excelled and made superior\u00a0CX\u00a0\u00a0their primary goal.\u00a0Some\u00a0customers reinvented\u00a0themselves and pivoted\u00a0under difficult circumstances.\u00a0Others were on the frontlines\u00a0caring for COVID-19 patients\u00a0\u2014 stretching\u00a0beyond measure. Many of our winners increased productivity, saved costs and improved\u00a0the\u00a0employee experience. But,\u00a0most importantly,\u00a0they all\u00a0put their customers first by\u00a0enhancing\u00a0CX\u00a0and\u00a0delivering empathy to customers.<\/span>\u00a0<\/span><\/p>\n

This year, we received 33% more\u00a0nominations than\u00a0last year \u2014 and the most entries in the history of the awards.\u00a0Nominations poured in from\u00a0companies\u00a0throughout\u00a029 countries.\u00a0Our judges, comprised of industry influencers, past customer winners and Genesys executives, were impressed with the quality of nominations and had\u00a0the\u00a0difficult\u00a0decision\u00a0of\u00a0narrowing\u00a0the field\u00a0down\u00a0to\u00a0<\/span>27 finalists<\/span><\/a>\u00a0to\u00a0<\/span>eight winners<\/span><\/a>.<\/span>\u00a0<\/span><\/p>\n

2021 Winner Highlights:<\/span><\/b>[\/vc_column_text][vc_row_inner equal_height=”yes” content_placement=”middle” gap=”35″][vc_column_inner width=”1\/2″][vc_single_image image=”396560″][\/vc_column_inner][vc_column_inner width=”1\/2″ css=”.vc_custom_1630996377184{padding-left: 25px !important;}”][vc_column_text]Company Nurse<\/a> <\/span>used the Genesys CloudTM<\/sup> 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.<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=”yes” content_placement=”middle” css=”.vc_custom_1630996486662{margin-top: -40px !important;}”][vc_column_inner width=”1\/2″][vc_column_text]Whether its aiding Australians impacted by devastating wildfires, flooding or the COVID-19 pandemic, the Service NSW<\/a> team handles each interaction with empathy and understanding. Genesys Cloud has helped redefine recruitment and streamline onboarding to rapidly hire and train new staff to support customers in crisis.<\/span>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/2″ css=”.vc_custom_1630994712571{padding-left: 15px !important;}”][vc_single_image image=”396568″][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=”yes” content_placement=”middle” css=”.vc_custom_1630996495480{margin-top: -40px !important;}”][vc_column_inner width=”1\/2″][vc_single_image image=”396569″][\/vc_column_inner][vc_column_inner width=”1\/2″ css=”.vc_custom_1630996404657{padding-left: 25px !important;}”][vc_column_text]Woolworths<\/a>\u00a0agents use conversational AI to help thousands of customers answer simple queries every week including order tracking, FAQs, and refunds. Integrating robotic process automation (RPA) technologies with\u00a0Genesys Cloud has also improved response time while relieving team members from dealing with repetitive, manual tasks.<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=”yes” content_placement=”middle” css=”.vc_custom_1630996512952{margin-top: -40px !important;}”][vc_column_inner width=”1\/2″][vc_column_text]When the pandemic struck, Rochester Regional Health<\/a> was able to shift hundreds of support staff almost overnight to remote working as demand for telehealth skyrocketed. Genesys Cloud also helped establish several COVID-19 focused phone lines including an employee hotline for symptom self-reporting.\u00a0<\/span>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/2″ css=”.vc_custom_1630994712571{padding-left: 15px !important;}”][vc_single_image image=”396567″][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=”yes” content_placement=”middle” css=”.vc_custom_1630996522244{margin-top: -40px !important;}”][vc_column_inner width=”1\/2″][vc_single_image image=”396564″][\/vc_column_inner][vc_column_inner width=”1\/2″ css=”.vc_custom_1630996416841{padding-left: 25px !important;}”][vc_column_text]Working with Spark<\/a>,\u00a0Kiwibank<\/a>\u00a0rapidly deployed\u00a0Genesys Cloud within five weeks, eliminating five legacy systems and reducing platform costs by 50%. Adding nearly 600 active users, including over 300 concurrent users, helped customers avoid more than 2.9 million minutes waiting on hold.<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=”yes” content_placement=”middle” css=”.vc_custom_1630996532167{margin-top: -40px !important;}”][vc_column_inner width=”1\/2″][vc_column_text]With the help of\u00a0Genesys\u00a0Professional Services, Xerox<\/a> migrated nearly 3,600 agents across multiple time zones, business units and 14 languages in just nine months to the Genesys Cloud platform. In the process, seven legacy platforms were retired, unifying customer journeys.<\/span>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/2″ css=”.vc_custom_1630994712571{padding-left: 15px !important;}”][vc_single_image image=”396570″][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=”yes” content_placement=”middle” css=”.vc_custom_1630996542528{margin-top: -40px !important;}”][vc_column_inner width=”1\/2″][vc_single_image image=”396565″][\/vc_column_inner][vc_column_inner width=”1\/2″ css=”.vc_custom_1630996428969{padding-left: 25px !important;}”][vc_column_text]A\u00a0<\/span>long time<\/span>\u00a0user of\u00a0<\/span>Genesys<\/span>\u00a0<\/span>Multicloud<\/span>\u00a0CX\u2122 and Workforce Engagement Management, Presbyterian Healthcare Services<\/a> has enhanced the experience of patients, members and the communities it serves.<\/span><\/span>\u00a0<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_column_text css=”.vc_custom_1631002512738{margin-top: 25px !important;}”]Read more about how companies are using Genesys solutions<\/a> to deliver amazing customer\u00a0experiences.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=”.vc_custom_1630995907672{margin-bottom: -50px !important;}”]We\u2019re excited to announce the winners of the 16th annual Genesys Customer Innovation Awards, which shine a spotlight on organisations that truly go above and beyond to deliver exceptional customer experience (CX). In a year marked by adversity, it\u2019s clear our customers and partners are working harder than ever to provide […]<\/p>\n","protected":false},"author":185,"featured_media":396578,"template":"","tax_priority":[],"tax_blogtype":[17756],"tax_blogcategory":[15977,15990],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-396583","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-en-sg","tax_blogcategory-announcements-en-sg","tax_blogcategory-customer-highlights-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/396583","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/185"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/396583\/revisions"}],"predecessor-version":[{"id":396986,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/396583\/revisions\/396986"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/396578"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=396583"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=396583"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogtype?post=396583"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogcategory?post=396583"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=396583"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=396583"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=396583"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=396583"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=396583"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=396583"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=396583"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=396583"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=396583"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}