Gen-i extends relationship with Commonwealth Bank

2 July 2012

Gen-i extends relationship with Commonwealth Bank

Gen-i has today announced a new 5 year agreement to provide Contact Centre services to Commonwealth Bank (CBA). The new contract extends the existing relationship which began in 2000.

Paul Wilson, Gen-i Managing Director Australia, said that high volume customer service solutions require IT systems that are both exceptionally reliable and able to cope with surges in demand.

“Our expert team are helping Commonwealth Bank to seamlessly roll out new technologies which will allow more flexible working arrangements, and streamline the introduction of new client services and products.”

The platform handles over 100 million calls per annum, with high levels of self service, and it intelligently routes calls to over 1,500 agent representatives. The platform is built on the Genesys suite of products.

“Gen-i is assisting the Bank to move away from premise-based PBXs and call management systems toward a SIP-enabled, cloud based, intelligent call management solution,” added Wilson.

Quentin Boyes, Executive General Manager for Direct Channels at Commonwealth Bank, said it was critical for the Bank to constantly look for ways to innovate and improve the customer experience.

“Our aim is to ensure we understand more about the reason a customer is calling and then be able to have the call answered by the most suitably skilled customer service representative”.

The contract was awarded to Gen-i following a competitive tender process. The build phase of the contact centre project has already commenced.

Gen-i helps enterprises to improve business performance and achieve their strategic goals, through seamlessly integrated ICT solutions and managed services.

Gen-i has Australian offices in Sydney, Melbourne, and Brisbane. Technical services are offered across all of Australia and New Zealand, backed by a team of 2,500 employees across the region. Within Australia, Gen-i offers a range of ICT consulting, professional services and managed services to help clients improve their business performance.

ENDS

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