Sunsuper has announced it has selected Genesys, a specialist in omnichannel customer experience (CX) and contact centre solutions, to refresh its CX capabilities to support business growth.
Enhanced features and new functionalities were expected to offer customers a broader choice of the interactions as well as they would help lift customer satisfaction by two per cent, the firm said.
According to Sunsuper’s head of customer interactions, Amalie White, the Genesys PureConnect platform was the right solution as it met the firm’s core values of being a customer-centric organisation.
“Our initial trial of the Genesys PureConnect platform began with 80 customer representatives; it has since been rolled out to 250 Sunsuper staff, representing nearly a quarter of the organisation. This is a testament to the capabilities and intuitive nature of our refreshed customer offering,” he said.
Sunsuper also expected more business performance improvements and would help streamline administrative tasks, staff are able to focus on more rewarding conversations with members.