ICT vendor, Gen-i, has renewed its contract with Commonwealth Bank (CBA) by signing a new five-year agreement with the bank, extending their relationship which began in 2000.
As part of the contract, Gen-i will provide contact centre services to CBA and help it move away from premise-based PBXs and call management systems towards a SIP-enabled, Cloud based intelligent call management solution.
Gen-i Australia managing director, Paul Wilson, said the deal was extended as the bank required IT systems that could keep up with its high volume of customer service solutions.
“Our team is helping Commonwealth Bank seamlessly roll out new technologies, which will allow more flexible working arrangements and streamline the introduction of new client services and products,” he said.
According to Commonwealth Bank executive general manager for direct channels, Quentin Boyes, it decided to renew the contract as it wanted to improve on its customer experience.
“Our aim is to ensure we understand more about the reason a customer is calling and then be able to have the call answered by the most suitably skilled customer service representative,” he said.
The build phase of the contact centre project has commenced.