NZ embraces call centre software

The Australian branch of US-based call centre management software maker Genesys Laboratories is making a disproportionate volume of sales in New Zealand, says managing director James Brooks.

The Australian branch of US-based call centre management software maker Genesys Laboratories is making a disproportionate volume of sales in New Zealand, says managing director James Brooks.

Visiting Auckland last week, Brooks told Computerworld that in an average year 25% of Genesys Australia’s business is with New Zealand clients, but for this year so far the figure was about 40%.

When the population difference between the two countries is considered, it's significant, Brooks says. He believes it's due to New Zealanders’ willingness to embrace new technology.

Brooks says he is in the "final stages" of “a number of deals” but would not reveal the names of the parties. Genesys, which is a wholly owned subsidiary of French telecomms equipment company Alcatel, says existing New Zealand clients include Clear, TelstraSaturn and Vodafone and banks WestpacTrust, ASB, BNZ and The National Bank.

Genesys’ software enables organisations to manage incoming voice and data. A key feature is its Universal Queue technology, which routes all incoming customers, regardless of which medium they are enquiring through, to a single medium queue.

The company’s future aims include enabling call routing between countries, which would benefit organisation with offices in more than one country, Brooks says.

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Tags call centres

More about BNZGenesysGenesys LaboratoriesTelstraSaturnVodafone

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