Gen-i provided streamlined call handling for a client’s contact centres, improving both customer and staff satisfaction.

The Challenge

The client, one of Australia’s leading financial institutions, had an urgent need to update their IVR ie. Interactive Voice Response system. The current technology, more than a decade old and spread across five separate sites, was costing the client  high call charges for every call transfer, customers were getting frustrated with the lack of personalisation, and call centre staff recruitment and retention had become a serious issue. 

Gen-i’s Solution

Our modernisation plan involved designing and implementing a new contact centre platform that integrated the network, telephone and network-based IVR systems. This included (but was not restricted to) replacing the aged IVR with a system that intuitively identified the incoming customer and automatically transferred them to the appropriate department. 

The Results

Calls from customers are now dealt with in a more timely, satisfying and efficient manner. And staff themselves, much happier from having been provided with better customer management tools, have become much less likely to leave. The client now enjoys significant cost savings, increased customer and staff satisfaction, and has a platform capable of being added to in the future.