Spark streamlines contact center operations

Spark New Zealand has completed a migration to a single, cloud-based contact center platform from a mix of legacy systems, supporting its goal of improving customer experience and service delivery through streaming.

In a statement, Spark said moving to the Genesys Cloud CX platform enables its frontline teams to move to where demand is highest, respond to customers faster, and resolve issues more efficiently. .

James Palmer-Dale, chapter leader of customer engagement solutions at Spark, noted that it already offers the platform to business customers, meaning it “understands the benefits offered” in being able to customize and to improve the experience.

Spark explained that the platform supports its unified frontline business model internally, which can dynamically shift teams to meet changing customer needs.

Palmer-Dale explained that Spark is now well positioned to expand its customer service capabilities into voice and digital channels, and benefit from bot, AI and machine learning offerings to improve services.

This move also reduced Spark’s hardware footprint, reducing the number of servers required from 300 across multiple sites to 12.

Spark employs more than 1,400 people in customer support roles across its contact center, virtual and retail channels, and offshore call center in Manila

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