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.
“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.