Melbourne-based Global Speech Networks (GSN) has been selected to deploy Genesys customer engagement solution to MYOB.
MYOB was looking to offer a differentiated and personalised customer service experience. With Genesys' customer experience platform, MYOB will have an integrated customer service experience across voice, chat, email and SMS.
Although the immediate focus will be on phone support services, MYOB will have access to additional tools including interaction recording, single-desktop overview and conversation manager. These extra tools will allow the MYOB customer service team to transition between interactions seamlessly in voice and digital channels.
According to James Scollay, general manager for SME solutions at MYOB, the company selected the Genesys customer experience platform as part of a move to stay ahead of its 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," Scollay said.
GSN was established in 2001 as hosted contact centre software provider. With offices in Melbourne, Sydney and Auckland, GSN claims to be the pioneer of cloud contact centres in Australia and New Zealand.
Mark Buckley, sales director for Australia and New Zealand at Genesys, said: "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."