Trans-Tasman Unified Communications

 New telephony platform leads to higher customer satisfaction.

The Challenge

Gen-i’s client, an industry-leading office products provider, recognised they were using outdated technology, and wanted to upgrade to an advanced communications capability. Their call centre platform in particular was limiting their ability to provide the highest levels of service to their customers.

Gen-i’s Solution

Gen-i designed and implemented a new telephony platform incorporating a contact centre solution that standardised their communications across Australia and New Zealand.

The Results

Customers are experiencing improved service from the contact centres because the new solution gives more than 2,000 staff access to presence, unified messaging, click-to-call conferencing and follow-me number portability, allowing greater flexibility, better communication and higher productivity.