IT Brief Australia logo
Technology news for Australia's largest enterprises
Story image

Genesys recognises leaders in customer experience with latest awards

By Catherine Knowles
Wed 5 Aug 2020
FYI, this story is more than a year old

Genesys has recognised businesses in the A/NZ region that are ‘trailblazers’ amongst global leaders when it comes to customer experience.

In the 15th annual Customer Innovation Awards various leaders were recognised for their innovation and transformational customer experience initiatives.

The Genesys Awards celebrates eight companies from around the world for driving significant improvements in business results and delivering 'remarkable' customer experiences through modern approaches and technologies, including cloud, artificial intelligence and digital channels.

The finalists were evaluated by a panel of judges, including industry analysts from IDC, McGee-Smith Analytics and Omdia, as well as representatives from Customer Innovation Award-winning companies, including 3, Coca-Cola Bottlers Sales & Services Company, LLC, Swisscom and Whirlpool Corporation.

The winners are as follows:

Homecare Medical (NZ) won CX Empathy for best story of demonstrating empathy in customer service.

As part of the New Zealand government's emergency response to COVID-19, Homecare Medical, which runs the National Telehealth Service, established the dedicated COVID-19 Healthline channel.

It used Genesys PureConnect to support callers facing challenges and uncertainty stemming from the pandemic. As a result, it quickly increased its Healthline agents four-fold to respond to increasing inbound calls, which grew from approximately 800 per day to 15,000 at its peak.

In the same period, inbound and outbound calls jumped from 4,000 to 40,000 per day across all Homecare Medical run services.

Aioi Nissay Dowa Insurance Company Australia PTY LTD (ADICA) won CX Mover for best success story of moving to the cloud. Since migrating to Telstra Contact Centre Genesys Cloud with support from Telstra, this end-to-end motor vehicle insurance solutions provider has improved service levels from 60% to 95.6%, with 80% of calls answered within 30 seconds.

Other global 2020 honourees include the following.

Microsoft won CX Team Mobilizer for best team productivity success story. Using Genesys workforce management data and reporting, Microsoft created a workforce analytics tool called InSite to accurately forecast volume and staff headcount.

The company estimates it will achieve significant cost savings and efficiency improvements across its workforce as a result.

Temple University won CX Accelerator (small) for best implementation: time to achieve value. This public university based in Philadelphia, PA, implemented Genesys Cloud, an all-in-one solution and the world's leading public cloud contact centre solution, in three days.

The university improved key metrics including first contact resolution rate which jumped up approximately 28%. won CX Accelerator (mid-sized) for best implementation: time to achieve value. With the help of Bizmatica, a Genesys partner, this Italian auto insurance brand replaced three legacy on-premises contact centre solutions with Genesys Cloud and realised an up to 5% improvement in its average speed to answer rate.

TechStyle Fashion Group won CX Accelerator (large) for best implementation: time to achieve value, and CX Globetrotter for best global rollout.

By moving to Genesys Cloud, this global online membership-based fashion retailer experienced a 46% increase in chat handling efficiency and reduced average handle times.

The company was also named the winner of the CX Globetrotter award for efficiently moving their automatic call distributor solution to Genesys Cloud, migrating 10 sites globally in just seven days while maintaining business as usual performance from the very beginning.

Vodafone GmbH won CX Innovator for best innovation success story. One of the largest telecommunications companies in Germany, uses Genesys Messaging to enable 1,500 of the company's agents to connect with customers on business messaging platforms.

Today, 100% of these inquiries are fielded by its in-house intelligent virtual assistant, TOBi, while 50% are completely resolved.

Affin Bank Berhad won CX Sales & Marketing performer for best sales and marketing success story. Within a span of two years, Affin Bank has increased its tele-sales productivity by 142% and year-over-year sales growth by 118% using data from their omnichannel, multi cloud customer engagement solution, Genesys Engage.

Related stories
Top stories
Story image
9/10 Aussies to stop spending if personal data compromised
"Based on the patterns we are seeing among Australian consumers, it is evident that trust in a brand is exceptionally important."
Story image
Artificial Intelligence
AI-based email security platform Abnormal Security valued at $4B
"A new breed of cybersecurity solutions that leverage AI is required to change the game and stop the rising threat of sophisticated and targeted email attacks."
Story image
Zendesk announces new conversational CRM solutions
“The last few years have made it obvious that digital is the front door, convenience is paramount and relationships are anchored in conversations."
Story image
Workato unveils enhancements to enterprise automation platform
"The extra layer of protection with EKM, zero-logging, and hourly key rotation gives customers a lot more visibility and control over more sensitive data."
Story image
Siemens showcases new automated solutions for data centers
Siemens has implemented new automated solutions and AI in the Baltic region's largest data center, providing insight into the future of data center management.
Story image
Artificial Intelligence
SAS launches human-focused responsible innovation initiative
SAS has launched a responsible innovation initiative, furthering its commitment to equity and putting people first.
Story image
Remote Working
How organisations can meet employees' changing expectations
The global employment market has shifted dramatically in favour of employees, sparking the so-called great resignation, in which people are leaving unsatisfying roles in search of greener pastures.
Story image
Prophecy International migrates VMware environment with Oracle Cloud Solution
The Adelaide-based global provider is using the solution to eliminate the need to re-write applications, therefore allowing the company to enhance its business operations.
Story image
Grasping the opportunity to rethink the metrics of a sustainable data centre
A data centre traditionally has two distinct operations teams: the Facility Operations team, and the IT Operations team. Collaboration between them is the key to defining, measuring, and delivering long-term efficiency and sustainability improvements.
Story image
Veryfi announces Mobile Receipt Capture for D2C marketing apps
Veryfi has announced a new enhancement to its portfolio, with Mobile Receipt Capture for direct-to-consumer marketing apps.
Story image
Hawaiki Cable
BW Digital completes acquisition of Hawaiki Submarine Cable
BW Digital has completed its full acquisition of Hawaiki Submarine Cable, with all applicable regulatory filings and approvals now received.
Story image
Artificial Intelligence
Updates from Google Workspace set to ease hybrid working troubles
Google Workspace has announced a variety of new features which will utilise Google AI capabilities to help make hybrid working situations more efficient and effective.
Story image
Application Security
What are the DDoS attack trend predictions for 2022?
Mitigation and recovery are vital to ensuring brand reputation remains solid in the face of a Distributed Denial of Service (DDoS) attack and that business growth and innovation can continue.
Story image
Decision Inc. Australia enters partnership with Alteryx
Independent data and analytics consultancy Decision Inc. Australia has partnered with automated analytics company Alteryx, expanding its offering to clients.
Story image
The 'A-B-C' of effective application security
Software applications have been a key tool for businesses for decades, but the way they are designed and operated has changed during the past few years.
Story image
Data Center
Preventing downtime costs and damage with Distributed Infrastructure Management
Distributed Infrastructure Management (DIM) can often be a lifeline for many enterprises that work with highly critical ICT infrastructure and power sources.
Story image
Digital Transformation
Unlocking the next digital frontier for educational institutions
Understanding where to invest in technology can be challenging for education institutions, especially after the COVID-19 disruptions.
Story image
Talend introduces new data health solutions for businesses
Talend has announced its latest version of Talend Data Fabric, with the release of Talend Trust Score enabling data teams to establish a foundation for data health.
Story image
Absolute Software expands Secure Access product offering
Absolute Software is enhancing its Secure Access product portfolio, enabling minimised risk exposure and optimised user experiences in the hybrid working environment.
Story image
SmartCIC, BICS partner to expand wireless service options
SmarCIC has partnered with BICS to increase choice for organisations using fixed wireless services, expanding existing carrier relationships for its CELLSMART division.
Find out how a behavioural analytics-driven approach can transform security operations with the new Exabeam commissioned Forrester study.
Link image
Story image
Fortinet's Security Fabric hits new record for integrations
The Fortinet Security Fabric has surpassed 500 technology integrations with more than 300 Fabric-Ready Technology Alliance Partners.
Story image
Ivanti and Lookout bring zero trust security to hybrid work
Ivanti and Lookout have joined forces to help organisations accelerate cloud adoption and mature their zero trust security posture in the everywhere workplace.
Story image
Could your Excel practices be harming your business?
While Excel has been the de-facto standard for budgeting, planning, and forecasting, is it alone, enough to support organisations in the global marketplace that’s facing rapid changes due to digital transformation?
Story image
Wasabi Technologies
Wasabi opens new cloud storage in Australia with Equinix
Wasabi Technologies has opened a new hot cloud storage region in Sydney, Australia, using Equinix services. This is the company's 12th global storage region.
Story image
Public Cloud
Cloud adoption still a work in progress, NetApp finds
NetApp has announced the results of the annual Cloud Infrastructure Report based on a survey of public cloud business and IT decision makers.
Story image
Google and CSIRO use AI to help protect the Great Barrier Reef
Google has partnered with CSIRO in Australia to implement AI solutions that help protect the Great Barrier Reef.
Story image
Hands-on review: STM laptop bags
The advent of hybrid working has meant we need laptop bags. We got our hands on two of the most popular laptop bags from STM.
Story image
Tech job moves
Tech job moves - Datacom, Micro Focus, SnapLogic and VMware
We round up all job appointments from May 6-12, 2022, in one place to keep you updated with the latest from across the tech industries.
Story image
New SAS service overcomes subscription fatigue for media companies
SAS has launched SAS 360 Match which helps media companies move towards a AVOD model to generate revenue as subscribers cancel.
Story image
Voxel hits total funding of $18M following ongoing wins
Since raising its seed round in September, Voxel has grown at pace, by decreasing on-site injuries by upwards of 80% and increasing operational productivity.
Story image
Hard numbers: Why ambiguity in cybersecurity no longer adds up
As cybersecurity costs and risks continue to escalate, CEOs continue to struggle with what their investment in cyber protection buys. Getting rid of ambiguity becomes necessary.
Story image
Atturra partners with Focus HQ to support Aus organisations
Atturra has executed a partnership agreement with Focus HQ, to resell and support the company's Australian developed SaaS-based portfolio management platform.
Story image
HINDSITE wins Aerospace Xelerated Pitch Challenge with solution to support Boeing
Brisbane-based startup HINDSITE was the winner of the first ever Pitch Challenge organised by Aerospace Xelerated in partnership with Queensland XR Hub. 
Story image
A10 Networks finds over 15 million DDoS weapons in 2021
A10 Networks notes that in the 2H 2021 reporting period, its security research team tracked more than 15.4 million Distributed Denial-of-Service (DDoS) weapons.
Story image
Cybersecurity starts with education
In 2021, 80% of Australian organisations responding to the Sophos State of Ransomware study reported being hit by ransomware. 
Threat actors are exploiting weaknesses in interconnected IT/OT ecosystems. Darktrace illuminates your entire business and takes targeted action to stop emerging attacks.
Link image
Story image
Power at the edge: the role of data centers in sustainability
The Singaporean moratorium on new data center projects was recently lifted, with one of the conditions being an increased focus on power efficiency and sustainability.
Story image
Remote Working
IT teams deploy powerful technologies to enable remote work
"We found that IT teams mastered the challenges of remote work last year in large part by employing powerful yet easy-to-use technologies."
Story image
Artificial Intelligence
ANU and Seeing Machines to use AI to improve driver safety
The Australian National University and Seeing Machines have won a grant to develop AI systems monitor human behaviour while driving.
For every 10PB of storage run on HyperDrive vs. comparable alternatives, an estimated 6,656 tonnes of CO₂ are saved by reduced energy consumption alone over its lifespan. That’s the equivalent of taking nearly 1,500 cars off the road for a year.
Link image
Story image
Artificial Intelligence
Clear Dynamics closes $35M funding round, invests in global growth
The funding is a major milestone and speaks to Clear Dynamics’ vision for AI-enabled ‘composable’ enterprise software, the company states.
Story image
Adyen expands partnership with Afterpay as BNPL payments increase
Adyen has expanded its partnership with AfterPay allowing more of Adyen’s merchants in more countries worldwide to use the BNPL provider.
Story image
Sift shares crucial advice for preventing serious ATO breaches
Are you or your business struggling with Account Takeover Fraud (ATO)? One of the latest ebooks from Sift can provide readers with the tools and expertise to help launch them into the new era of account security.