Spark encapsulates migration to Genesys Cloud CX contact center platform

James Palmer Dale (Spark)

Credit: provided

Spark retired a mix of legacy platforms and migrated to the Genesys Cloud CX contact center platform to support a flexible service model.

The investment would allow New Zealand’s largest telecoms operator to further transform its customer experience and improve service delivery, Spark said.

“As we already offer Genesys Cloud CX to our business customers, we understood the benefits of the solution offered,” said James Palmer-Dale, Customer Engagement Solutions Manager at Spark.

Spark employs more than 1,400 people in its contact center, virtual and retail channels, and an offshore call center in Manila to respond to tens of thousands of calls, messages and inquiries daily .

The initial implementation of Genesys Cloud CX was a remarkably smooth process, Palmer-Dale said, and it was already supporting Spark’s “unified front line” strategy.

The Unified Frontline is a Spark business model that hones the skills of customer-facing teams across a variety of disciplines, then dynamically shifts teams to meet the ebb and flow of customer needs.

Staff working in a retail store, for example, might shift to answering contact center questions when the store is quiet, while contact center teams might shift to support a queue of specific calls when demand increases due to an outage.

“With the core contact center solution in place and new weekly customer-focused features from Genesys, we are well positioned to expand our customer service capability across voice and digital channels, and benefit from the bot, intelligence artificial intelligence and machine learning capabilities to further improve services to our customers, engaging with them where they want to talk to us,” said Palmer-Dale.

Moving to Genesys Cloud CX also reduced Spark’s technology footprint. The number of servers required was reduced from 300 across multiple sites to just twelve. It also reduced maintenance, allowing the telecom operator to focus on new developments and innovation.

“Spark is even better equipped to approach every customer interaction with empathy, knowing it has the tools to deliver an exceptional experience and personalized service across all touchpoints,” said Kim Duncan, Neo-Partner Account Manager. Zealander at Genesys.

On the customer side, Spark said it guided Contact Energy in deploying its Genesys PureCloud contact center.

While Spark is a Genesys partner, its Digital Island unit is an Amazon Connect specialist.

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Tags contact centerTelecommunicationsgenesysspark