The first step in Suncorp's Genesys migration is the adoption of Genesys Engage, which is said to provide good support for multiple sites and workload management, as well as improving response to claims.

Phase two will be the deployment of Genesys Intelligent Automation, which allows the use of native and third-party AI services to assist with customer interactions while retaining the human touch.

One example is that customers will be securely identified and verified before they speak to agents. This is expected to save each customer – and the company – up to 90 seconds per call.

Genesys ANZ vice president Mark Buckley said "Genesys has built a reputation for developing some of the world's 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."

Suncorp executive general manager of home claims Alli Smith said "We aim to be the insurer of the future by providing our customers with interactions and experiences that make their lives easier from the very first moment they engage with us.

"By 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."

According to Genesys, this is one of the largest Australian contact centre migration projects in the past decade.