MYOB has chosen Genesys to overhaul its contact cenre capabilities with a differentiated and personalised customer service experience.

The Genesys Customer Experience Platform will enable MYOB to provide an integrated customer service experience across voice, chat, email and SMS.

The project will be deployed by Global Speech Networks (GSN), a Genesys partner that pioneered the enterprise contact centre cloud in Australia 15 years ago.

James Scollay, general manager for SME solutions at MYOB, says customer support remains a key differentiating strategy for the business.

“The decision to invest in the Genesys Customer Experience Platform is part of a strategic move to remain ahead of our competitors,” he explains.

“With Genesys and Global Speech Networks, we are investing more than ever in our customer experience, offering support via our customers' preferred channels, and giving our service agents the tools they need to answer customer inquiries quickly and effectively,” says Scollay.

Mark Buckley, sales director ANZ at Genesys, adds that the combined expertise offered by Genesys and GSN offers unrivalled capabilities in customer experience.

“Partnering with GSN offers two strong advantages. First, MYOB gains access to the GSN cloud platform, which offers scale, speed and security, bundled into a cost-effective cloud-as-a-service model,” he explains.

“Second, we benefit from GSN's implementation expertise. As a partner of Genesys for more than 15 years, we know GSN has the best team in the business.