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Thursday, 16 February 2017 01:53

Genesys to overhaul MYOB contact centre capabilities

Genesys to overhaul MYOB contact centre capabilities Image courtesy of Stuart Miles at

Omnichannel customer experience and contact centre solutions company Genesys is to undertake an overhaul of accounting software provider MYOB’s contact centre capabilities.

Genesys says with voice customer support services at its core, its comprehensive omnichannel solution will ensure MYOB maintains a competitive edge by offering a “differentiated and personalised customer service experience”.

The deployment of the Genesys solution will enable MYOB to provide an integrated customer service experience across voice, chat, email and SMS. Additional tools including Genesys Interaction Recording, Workspace omnichannel desktop and Conversation Manager allow the MYOB customer service team to transition between interactions in voice and digital channels, while benefiting from a 360-degree view of each customer’s interactions with the business.

The project will be deployed by Genesys partner Global Speech Networks (GSN), a pioneer of the enterprise contact centre cloud in Australia 15 years ago.

James Scollay, general manager for SME solutions at MYOB, said customer support remains a key differentiating strategy for the business.

“The decision to invest in the Genesys Customer Experience Platform is part of a strategic move to remain ahead of our competitors. We know phone support is important to our customers, and because it isn’t offered by other players in the online accounting software space, investing in services such as these distinguishes us within the industry.

“With Genesys and Global Speech Networks, we are investing more than ever in our customer experience, offering support via our customers’ preferred channels, and giving our service agents the tools they need to answer customer inquiries quickly and effectively.”

Mark Buckley, sales director ANZ at Genesys, said the combined expertise offered by Genesys and GSN offers “unrivalled capabilities in customer experience”.

“Partnering with GSN offers two strong advantages. First, MYOB gains access to the GSN cloud platform, which offers scale, speed and security, bundled into a cost-effective cloud-as-a-service model. Second, we benefit from GSN’s implementation expertise. As a partner of Genesys for more than 15 years, we know GSN has the best team in the business”.

Luis Nejo, head of strategy and products at Global Speech Networks, says the project remarked builds on MYOB’s legacy of “excellence in customer service”.

“It would be easy to consider this project a reaction to new market entrants, but this investment is indicative of the business’ dynamic and entrepreneurial nature. It offers a fantastic opportunity to transform the business around MYOB’s customers and their needs.”

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Peter Dinham

Peter Dinham - retired and is a "volunteer" writer for iTWire. He is a veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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