According to Gen-i its Genesys-based call centre platform handles over 100 million calls a year and intelligently routes calls to over 1,500 agent representatives.
"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," said Gen-i Australia managing director, Paul Wilson.
Quentin Boyes, executive general manager for direct channels at Commonwealth Bank, added: "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."
Gen-i said the contract "extends a relationship that began in 2000." However that relationship has changed significantly.
Gen-i provided the Bank with the majority of its managed voice and data services from 2000 to 2009, but when the contract came up for renewal in 2008 Gen-i decided not to bid.
It said that, instead, it would strengthen its investment and focus in Australia as part of its strategy to become Australasia's leading provider of ICT services. CEO, Chris Quin, said at the time: "The nature of CBA's network means it is difficult to leverage this capability for other clients in the mid-market, where we focus on building our scale and capabilities for repeatable solutions."
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