Gen-i Granted Five-Year Contact Center Contract with Commonwealth Bank

Gen-i — an Australian firm which provides customers with ICT consulting, professional services and managed services — announced Monday that it’s long-time customer Commonwealth Bank (CBA) has decided to renew its contract for contact center services. Gen-i has been providing CBA with these services since 2000, and this most recent agreement ensures the two will work together for another five years.

“Our expert team are helping Commonwealth Bank to seamlessly roll out new technologies which will allow more flexible working arrangements, and streamline the introduction of new client services and products,” said Paul Wilson, Gen-i managing director in Australia, adding that high volume customer service solutions require IT systems that are both reliable and able to handle surges in demand.

Gen-i's platform, which is built on the Genesys (News - Alert) suite of products, is capable of handling in excess of 100 million calls per year, intelligently routing calls to over 1,500 agent representatives. As such, the platform features a break from "premise-based" PBXs and call management, offering instead a SIP-enabled, cloud-based call management solution.

“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,” said Quentin Boyes, executive GM for Direct Channels at Commonwealth Bank, in a statement.

Gen-i was awarded the contract after beating out several other companies in a competitive tender process. The company has already begun implementing its platform.

Earlier in the year, Gen-i leveraged BroadWorks' mobile PBX solution in order to deliver the call control capabilities and features of an office phone to mobile devices, allowing business users the ability to effectively carry out their jobs on the go.

Gen-i's emphasis on innovation is underscored by its strategic partnership with Infosys (News - Alert), announced last year, which aimed to aid local businesses by way of Gen-i's software solutions.

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