Western Sydney University Named CX Achiever Winner at 2024 Genesys Customer Innovation Awards
2024年5月15日 - 12:04AM
ビジネスワイヤ(英語)
Australia’s leading higher education
institution is transforming student engagement with Genesys
Cloud
Genesys®, a global cloud leader in AI-powered experience
orchestration, today announced Western Sydney University (WSU) was
named the Customer Experience (CX) Achiever winner in the
small-to-medium business and mid-market subcategory during its 19th
annual Customer Innovation Awards. WSU received the award for
transforming student engagement and empowering its employees to
deliver exceptional experiences with the Genesys Cloud™
platform.
WSU established 12 contact centers, leveraging a mix of voice
and web chat to communicate with more than 47,000 students. As
student numbers skyrocketed, WSU agents received over one million
calls each year. The continually increasing influx in volume,
coupled with the university’s fragmented contact center
infrastructure, forced agents to switch between multiple
applications — leading to unanswered calls and low-quality,
disconnected experiences.
WSU turned to the Genesys Cloud platform’s AI-powered experience
orchestration capabilities to consolidate its communication methods
into a single, unified interface and tap into more digital channels
to better connect with its students. The WSU deployment of Genesys
Cloud has transformed student engagement, and the university's
agents are better equipped with the tools they need to deliver
timely, personalized responses across its global network of
campuses.
Students are now able to initiate conversations seamlessly
across a variety of communication channels, including voice,
messaging, SMS and WhatsApp. Agents facilitated more than 570,000
interactions on these new channels in 2023 with a significant
increase expected in 2024.
The digital evolution at WSU also resulted in a 90% improvement
in voice abandonment rates and a 65% improvement in average speed
of answer, leading to more positive and seamless experiences
between students and agents.
The transformation delivered by Genesys Cloud extends beyond
student engagement and has changed the day-to-day experience for
WSU contact center employees. The platform’s user-friendly
interface and consolidated view of multiple channels streamlined
agent workflows, resulting in initial daily productivity gains of
up to 30 minutes per agent.
“The overwhelmingly positive feedback from our agents highlights
the success of this transformation,” said Scott Snyder, chief
information and digital officer at Western Sydney University.
“Staff are praising the Genesys Cloud platform’s reliability,
functionality, and ability to deliver faster and clearer responses
to students.”
Western Sydney University is one of Australia's leading higher
learning institutions, ranked in the top 250 universities globally
and number one in the world for its social, economic and
environmental impact in the Times Higher Education (THE) University
Impact Rankings in 2022 and 2023.
Founded in 1989, WSU has grown to become a multicampus
institution offering undergraduate, postgraduate and doctoral
research degrees. It offers courses in a wide range of areas,
including business, education, social sciences and health care.
The CX Achiever award recognizes organizations that use Genesys
technology to reimagine customer experiences while giving employees
the ability to deliver smarter outcomes with less effort. During
its annual Customer Innovation Awards, Genesys recognizes
organizations from across the globe for transforming their customer
and employee experiences with AI, cloud and digital
technologies.
WSU will accept the CX Achiever award at Genesys Xperience
Sydney in July.
To watch select Xperience keynotes on-demand, visit the
Xperience Encore event beginning May 27.
About Genesys
Genesys empowers more than 8,000 organizations in over 100
countries to improve loyalty and business outcomes by creating the
best experiences for customers and employees. Through Genesys
Cloud, the #1 AI-powered experience orchestration platform, Genesys
delivers the future of CX to organizations of all sizes so they can
provide empathetic, personalized experience at scale. As the
trusted, all-in-one platform born in the cloud, Genesys Cloud
accelerates growth for organizations by enabling them to
differentiate with the right customer experience at the right time,
while driving stronger workforce engagement, efficiency and
operational improvements.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20240514010173/en/
Media: Lauren Baca, Genesys lauren.baca@genesys.com
Method Communications genesys@methodcommunications.com