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Genesys Cloud CX

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Transforming Customer Experiences with Genesys Cloud CX: The Kiwibank Success Story

Customer-Centric Innovation at Kiwibank

Kiwibank, the largest New Zealand owned bank, prioritizes delivering customer-centric services to provide a consistent experience across all channels. With a focus on digital transformation, the bank aims to offer Kiwi the freedom to engage on their terms.

Accelerating Digital Transformation

Facing challenges with costly, complex legacy systems and the need to accelerate its digital banking strategy, Kiwibank partnered with Spark NZ to deploy Genesys Cloud CX. This transition provided essential features like inbound and outbound voice-based services, simplifying call handling and improving customer interactions.

Improving Operational Efficiency

By leveraging Genesys Cloud CX capabilities, Kiwibank experienced significant improvements in operational efficiency. Features like callbacks, workforce engagement management, and real-time management tools allowed the bank to align staff schedules with customer demand, enhancing workforce flexibility and productivity.

Enhancing Customer Engagement

Through the integration of voicebots and AI features, Kiwibank optimized customer engagement by reducing transfers, abandoned calls, and handle times. The introduction of AI-driven solutions improved customer satisfaction levels and provided personalized experiences, contributing to a three-point increase in customer experience scores.

Driving Business Impact with AI

Genesys Cloud CX empowered Kiwibank to enhance its AI capabilities, enabling the bank to understand customer journeys better and route calls more efficiently. By replacing outdated solutions with AI-driven technologies, Kiwibank achieved significant reductions in operational costs, enhanced data accuracy, and improved overall customer satisfaction levels.

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Enhancing Contact Center Security and Compliance with Genesys Cloud CX

Enjoy worry-free security and compliance

Genesys Cloud CX provides robust security measures to protect your data worldwide. With end-to-end encryption, stringent access controls, and rigorous security policies, you can rest assured that your data is safeguarded against threats.

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Enhancing Customer Engagement with Genesys Cloud CX's Global Availability

Global Reach and Presence

Genesys Cloud CX provides powerful customer experiences in over 100 countries, catering to diverse markets and cultures. With deployments in 20 regions, including core and satellite media regions, organizations can effortlessly engage customers globally.

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Elevate Your Business with Genesys Cloud CX Partner Finder

Discover Tailored Solutions

Genesys Cloud CX offers a Partner Finder tool that allows businesses to explore a curated selection of integrations and applications in the AppFoundry Marketplace. By using this tool, companies can find tailored solutions that meet their specific business needs and elevate their customer experience to the next level.

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Empowering Customer Experiences with Genesys Cloud CX: The Forrester Wave™ Report Insights

Genesys as a Leader in Contact Center as a Service

Genesys was acknowledged as a Leader in The Forrester Wave™: Contact Center As A Service, Q1 2023 report. The recognition was attributed to Genesys' superior vision that goes beyond traditional contact center operations and extends into various customer interactions. This acknowledgment highlights Genesys' commitment to delivering exceptional customer experiences and driving business efficiencies through cutting-edge solutions.

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Revolutionizing Customer Experiences with Genesys Cloud CX

Unified Modern Cloud Architecture

Genesys Cloud offers a unified modern cloud architecture that consolidates systems, reduces technical debt, and enables co-creation of connected experiences. This platform ensures maximum uptime with an aggressive SLA and up to a 100% credit guarantee.

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