Suncorp upgrades contact centre platform

By
Kate Weber
on May 25, 2021 5:22AM
For 7000 agents.
Suncorp has upgraded the software underpinning its contact centre operations with a view to  answering calls in future with "a blend of virtual and human resources".
The new software, Genesys Engage, will be used by about 7000 agents to handle volumes of around 15 million "voice interactions" each year.
In the first instance, the upgrade will "boost capacity, while supporting a fluid workplace across multiple sites, and providing greater flexibility to manage workload," Genesys said in a statement.
"It was also to improve its ability to respond quickly to claim events and ensure it prioritises customers in the moments that matter."

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