Thursday, 13 December 2018 05:53

Sunsuper claims Genesys software has improved customer service

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Sunsuper claims Genesys software has improved customer service Pixabay

Superannuation provider Sunsuper claims it has reduced customer response times from two or three business days to a few hours by using software from contact centre solutions provider Genesys.

In a statement, the company said email and Web queries had taken a long time in the past but by integrating Web chat functionality across key functions, the online fulfilment rates for members joining and paying super had also improved.

The Genesys software, known as Genesys PureConnect, is claimed to have refreshed both existing customer experience and contact centre solutions.

The use of Genesys' wares was suggested to Sunsuper by QPC, a partner of the super firm that specialises in contact centres.

Amalie White, head of Customer Interactions at Sunsuper, said the Genesys PureConnect platform was the right solution as it met the core values of being a customer-centric organisation.

“Its intuitive features and ability to streamline tasks across different communication channels, has led to real, tangible results for the business already," she said.

“Our initial trial... began with 80 customer representatives; it has since been rolled out to 250 Sunsuper staff, representing nearly a quarter of the organisation. This is a testament to the capabilities and intuitive nature of our refreshed customer offering.”

Gwilym Funnell, vice-president of Sales, and managing director, Genesys Australia and New Zealand, said increasing digitisation had put pressure on businesses to keep up or risk losing to the competition.

“Genesys has built a reputation for developing some of the world’s most sophisticated contact centre solutions to support organisations and their evolving customer and business needs. We are pleased to see Genesys PureConnect equip organisations like Sunsuper for success today and into the future,” he said.

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Sam Varghese

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Sam Varghese has been writing for iTWire since 2006, a year after the site came into existence. For nearly a decade thereafter, he wrote mostly about free and open source software, based on his own use of this genre of software. Since May 2016, he has been writing across many areas of technology. He has been a journalist for nearly 40 years in India (Indian Express and Deccan Herald), the UAE (Khaleej Times) and Australia (Daily Commercial News (now defunct) and The Age). His personal blog is titled Irregular Expression.

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