Hosted voice portal solution to automate services to industry super fund members

Staff Writers
Monday, 02 February 2009 17:24

IT Industry - Market

Global Speech Networks (GSN), a provider of hosted contact centre technologies, is to partner with Superpartners to develop a voice portal solution for its contact centre.

Superpartners announced today that it will work with GSN on a voice portal solution that will support additional scale for the ongoing growth in memberships across industry superannuation. Superpartners will deploy the Voice Portal to its first Fund client in March 2009, and will be available to other Fund clients from April 2009.

Superpartners says the deal with GSN is part of its $70 million ICT transformation program announced last December.

Marianne Walker, National Contact Centre Manager for Superpartners, said today that with the roll-out of the Voice Portal, members would have virtually round the clock access to common transactions such as checking superannuation account balances, obtaining fund details, verifying tax file numbers, and changing personal details.

“The Voice Portal also integrates seamlessly with a Fund's website, providing members with another channel in which to access their account details.

“Technology is a key enabler of our business success. With over six million member accounts, we recognise the importance of working with companies such as GSN to deliver innovative solutions that will benefit members," Ms Walker said.

Superpartners says the company is the largest superannuation administrator in Australia, administering over six million member accounts, with its 250 on-phone contact centre agents fielding around 2.5 million member calls enquiries per year on behalf of their fund clients. 

Nick Rodda, Managing Director of GSN, said "the beauty of hosted contact centre technology is that it can be deployed quickly, particularly for organisations such as Superpartners that handle millions of super account details and are experiencing significant industry growth.”