Genesys Honors Eight Companies for Customer Experience Impact and Excellence

SAN FRANCISCO, July 28, 2020 /PRNewswire/ -- Genesys®, the global leader in cloud customer experience and contact center solutions, announced the winners of its 15(th) annual Customer Innovation Awards recognizing industry trailblazers Microsoft, TechStyle Fashion Group, Vodafone and more.

The Genesys Customer Innovation Awards celebrates eight companies from around the world for driving significant improvements in business results and delivering remarkable customer experiences through modern approaches and technologies, including cloud, artificial intelligence and digital channels. The finalists were evaluated by a panel of judges, including industry analysts from IDC, McGee-Smith Analytics and Omdia, as well as representatives from Customer Innovation Award winning companies, including 3, Coca-Cola Bottlers' Sales & Services Company, LLC, Swisscom and Whirlpool Corporation.

The 2020 honorees include:

    1. Temple University - CX Accelerator (Small - Best implementation: time to
       achieve value)This public university based in Philadelphia, PA,
       implemented Genesys Cloud(TM), an all-in-one solution and the world's
       leading public cloud contact center solution, in just three days. The
       university quickly improved key metrics including first contact
       resolution rate which jumped up approximately 28%.

    2. ConTe.it - CX Accelerator (Mid-sized - Best implementation: time to
       achieve value)With the help of Bizmatica, a Genesys partner, this Italian
       auto insurance brand replaced three legacy on-premises contact center
       solutions with Genesys Cloud and realized an up to 5% improvement in its
       average speed to answer rate.

    3. TechStyle Fashion Group - The CX Accelerator (Large - Best
       implementation: time to achieve value) and CX Globetrotter (Best global
       rollout)By moving to Genesys Cloud, this global online membership-based
       fashion retailer experienced a 46% increase in chat handling efficiency
       and reduced average handle times. The company was also named the winner
       of the CX Globetrotter award for efficiently moving their automatic call
       distributor solution to Genesys Cloud, migrating 10 sites globally in
       just seven days while maintaining business as usual performance from the
       very beginning.

    4. Homecare Medical (NZ) - CX Empathy (Best story of demonstrating empathy
       in customer service)As part of the New Zealand government's emergency
       response to COVID-19, Homecare Medical, which runs the National
       Telehealth Service, established the dedicated COVID-19 Healthline
       channel. It used Genesys PureConnect(TM) to support callers facing
       challenges and uncertainty stemming from the pandemic. As a result, it
       quickly increased its Healthline agents four-fold to respond to
       inundating inbound calls, which spiked from approximately 800 per day to
       15,000 at its peak. In the same period, inbound and outbound calls jumped
       from 4,000 to 40,000 per day across all Homecare Medical run services.

    5. Vodafone GmbH - CX Innovator (Best innovation success story)One of the
       largest telecommunications companies in Germany, uses Genesys Messaging
       to enable 1,500 of the company's agents to connect easily and intuitively
       with customers on top business messaging platforms. Today, 100% of these
       inquiries are fielded by its inhouse intelligent virtual assistant, TOBi,
       while 50% are completely resolved.

    6. Aioi Nissay Dowa Insurance Company Australia PTY LTD (ADICA) - CX Mover
       (Best success story of moving to the cloud)Since migrating to Telstra
       Contact Centre Genesys Cloud with support from Telstra, this end-to-end
       motor vehicle insurance solutions provider has improved service levels
       from 60% to 95.6%, with 80% of calls answered within 30 seconds.

    7. Affin Bank Berhad - CX Sales & Marketing performer (Best sales and
       marketing success story)Within a short span of two years, Affin Bank has
       increased its tele-sales productivity by 142% and year-over-year sales
       growth by 118% using data from their omnichannel, multicloud customer
       engagement solution, Genesys Engage(TM).

    8. Microsoft - CX Team Mobilizer (Best team productivity success story)Using
       Genesys workforce management data and reporting, Microsoft created a
       workforce analytics tool called InSite to accurately forecast volume and
       staff headcount. The company estimates it will achieve significant cost
       savings and efficiency improvements across its workforce as a result.

About Genesys
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service(SM) so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud(TM), an all-in-one solution and the?world's leading public cloud contact center platform,?designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.

©2020 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys, Genesys Cloud, Experience as a Service, and the Genesys logo are trademarks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.

Contacts
Shaunna Morgan
Senior Public Relations Manager
Genesys
shaunna.morgan@genesys.com
+1 317-493-4241

Adriana Saldaña
Sterling Communications
genesys@sterlingpr.com
+1 408-395-5500

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SOURCE Genesys