Tag: Genesys

Singapore – Between consumers and businesses across APAC, the biggest disconnect is the need for a customer issue to be solved at first response and companies’ current shortcomings by bumping it down in their priorities.

According to a report by the global cloud leader in customer experience orchestration, Genesys, more than half of consumers in APAC place a premium on a company’s ability to respond quickly (58%) and solve their issues at first interaction (52%). Yet, only 41% of businesses in the region prioritized being quick to respond to requests and only 30% for first-contact resolution (FCR).

Despite this, companies are expressing confidence. About 66% of APAC businesses believe in their ability to respond quickly to customers, while 36% were confident that they excelled at FCR. On a more positive note as well, increasingly, CX is currently a board-level priority for more than half with 63% of regional companies in the study.

Moreover, the report revealed that 92% of repeat customers in APAC scored a business’ ability to listen as their most important attribute. Voice also remains the most-used channel with 76% among APAC consumers, but digital channels are surging. 

Assaf Tarnopolsky, Genesys’ senior vice president and general manager for APAC, believes that long-term brand loyalty will rely on the ability to orchestrate and deliver impactful CX that make the customer feel understood and valued throughout that exchange.

“Consumers today expect a company to know what they want or need, and to engage with the best course of action at speed. Moving beyond mere efficiency, and focusing on delivering the right data, and orchestrating the next-best action in the ideal moment and channel, are paths to success,” said Tarnopolsky.

The report surveyed 2,629 consumers and 690 CX executives from global markets inclusive of APAC, including Singapore, Malaysia, Australia, New Zealand, and Japan, as well as China, and India.

Singapore – The global customer experience orchestration company, Genesys, has just announced two new senior appointments, to reaffirm the importance of APAC as a growth market for the company. 

The key senior hires are Assaf Tarnopolsky, the new senior vice president and general manager for APAC, and Stephen Hamill, the new vice president for ASEAN and South Asia.

Tarnopolsky will be driving cloud business momentum in APAC, which experienced strong growth in the fiscal year 2021. He brings with him more than 25 years of leadership experience to the role, including most recently as director of marketing solutions for SEA, North Asia, and Japan at LinkedIn, where he drove significant growth for the platform’s advertising business in Asia. Tarnopolsky’s past media and technology career highlights also include serving as the CEO of tech-news start-up Tecca.com, the vice president at Sony Pictures, and director of international business development at mobile-media pioneer MobiTV.

Meanwhile, Hamill will be responsible for business strategy and sales with a focus on accelerating the growth of Genesys in ASEAN and South Asia. He possesses more than two decades of expertise, having held senior leadership roles in APAC with technology firms such as Oracle and Adobe.

Commenting on his appointment, Tarnopolsky said that he looks forwards to being a part of Genesys at a pivotal point in its journey to assist businesses in their digital transformation journey.

Meanwhile, Hamill commented, “I am thrilled to be driving the next chapter of growth for Genesys and look forward to deepening our presence across the region.”

ML Maco, Genesys’ executive vice president for global sales and field operations, shared that customer experience has become a strategic differentiator as companies adopt cloud and digital technologies to meet customers’ evolving expectations, especially post-pandemic. 

“I am confident with Genesys, they have the platform to transform customer interaction into an empathetic customer experience. The leadership of Assaf and Stephen will help APAC businesses realize the value of the vision we call ‘Experience as a Service’,” said Maco.

The appointments come after Gwilym Funnell’s elevation from Genesys’ head of Asia Pacific to global head of strategic growth, which is a newly created global role responsible for identifying new opportunities for the company to expand across new market segments and establish strategic partnerships.

Singapore – Malaysia-based bank AFFINBANK has announced a new partnership with omnichannel solutions service Genesys in transforming its customer experience (CX) capabilities through the Genesys Engage™ platform, which is focused on providing CX services digitally such as email, web chat and social media.

Through the newly-integrated omnichannel service, AFFINBANK’s call center, which initially used voice channels for customer service, is able to lower its operational costs, sharing that telesales capability have improved by 50%, and that average call abandonment rate has been reduced as well by 40%.

“By providing a seamless omnichannel experience, we are not only able to interact with customers on their channel of choice, but also deepen our relationship with them through the use of data-driven insights that strengthens our commitment to customer-centricity and personalized service.”

Datuk Wan Razly Abdullah Wan Ali, president and group chief executive officer at Affin Bank Berhad

“The partnership with Genesys has enabled us to serve our customers more effectively and efficiently. Our industry-leading contact centre has moved beyond a mere transactional platform, today representing a conduit for relationship building. We are constantly raising the bar in our customer experience strategy to retain and attract more customers,” said Datuk Wan Razly Abdullah Wan Ali, president and group chief executive officer at Affin Bank Berhad.

Furthermore, AFFINBANK is looking to leverage Genesys’ solutions for the following to create more meaningful engagements and better service to their clientele base: 

  • Better performance management – allowing agents to monitor their individual performance in real-time to identify areas for improvement.
  • Improved efficiency – a single interaction recording depository with comprehensive search functions, facilitating call follow-ups and continuity among agents across multiple sites or interactions.
  • Simplified processes – Calls to be easily re-routed without third party dependency.
  • Enhanced customer visibility– Collection of customer data that is analysed for actionable insights to improve customer experiences and retention.

“In today’s digital economy, businesses need to be able to seamlessly serve their customer base across multiple channels by accelerating their digital transformation agenda.”

Gwilym Funnell, senior vice president and general manager at Genesys Asia-Pacific

“Genesys is honoured to have had the opportunity to work with a like-minded partner such as AFFINBANK, a third time recipient of the Genesys Customer Innovation Award which is a reaffirmation of their commitment to customer experience. We look forward to deepening our collaboration with AFFINBANK as it continues to push boundaries and keep in step with evolving market and customer demands in a digital economy,” said Gwilym Funnell (pictured above), senior vice president and general manager at Genesys Asia-Pacific.

Singapore – State-owned Thai telecommunications company TOT has collaborated with Genesys, a California-headquartered cloud customer experience and contact center solutions to accelerate its contact centers.

According to a press release by Genesys, TOT, as a company responsible for operating government contact centers in Thailand, experienced a surge in call volumes when the Coronavirus broke out.

To effectively manage the increase in calls, Genesys embedded machine learning and conversational AI capabilities with the use of Genesys Cloud and Google Cloud Contact Center AI (CCAI) into its system, allowing callers to now interact with AI-powered virtual agents who are able to accurately capture a customer’s intent easily, routing them to the agents most well placed to handle their needs.

Genesys Cloud is the company’s proprietary web-based unified communications solution, connecting contact center users, business users, vendors, partners, and customers; while Google Cloud CCAI is Google’s solution that helps integrate AI into contact center processes.

According to Genesys, one of the pain points it has also targeted for TOT in integrating the new solution is the company’s added complication of having less manpower to receive calls amid social distancing measures.

“The telecom provider needed a solution capable of scaling rapidly to meet the unexpected surges in call volume, address a constantly evolving set of requirements, optimize agent resources, and still deliver superior customer satisfaction with empathy,” said Genesys.

Senior Director for Cloud and Digital at TOT K. Santhiphap Phoemmongkhonsap said that customer experience remains one of the most significant measures of success for TOT as a government organization.

Phoemmongkhonsap also shared that with audiences increasingly utilizing digital channels, TOT has made it a priority to modernize contact center infrastructure and maintain high customer experience standards despite significant changes to customer requirements due to COVID-19.

“TOT and Genesys shares a common vision of improving lives with technology, and we look forward to continue serving businesses and consumers in line with Thailand’s digital transition vision with a like-minded partner,” said Phoemmongkhonsap.

Commenting on the partnership, Gwilym Funnell, senior vice president, and general manager at Genesys Asia-Pacific said, “Genesys is honored to assist TOT in serving the needs of local businesses and consumers, and more importantly, harness technology to make lives better amid the ongoing pandemic. We operate with a strong belief in the transformational potential of AI and Cloud technologies for modern economies. We are thrilled to have had the opportunity to collaborate with one of Thailand’s telecommunications pioneers to accelerate digital transformation within one of Southeast Asia’s fastest-growing internet economies.”

Meanwhile, Head of Product for Conversational AI at Google Cloud Antony Passemard said “The successful application of Google Cloud’s CCAI solution by Genesys for TOT is a tremendous example of how applied AI can help organizations digitally transform quickly, and ultimately drive stronger, more efficient experiences for their customers while maintaining control of their costs.”