2024 · Insurance
Generali Insurance and Etiqa
Genesys Cloud with AI
Genesys Cloud deployments with AI for automation, personalisation and real-time insight, redefining how both insurers serve their customers.
Success stories
Our clients’ success stories.
Since the 1980s, PABX, ACD, predictive dialling and IVR have shaped how businesses talk to customers. Here is how we have helped Malaysian organisations move from call centres to cloud and AI.
01 / Timeline
Fifteen years of better conversations
-
-
2018–2023 · Professional services, finance, manufacturing
Deloitte Consulting, AEON Digital, Brother International
The move to cloud
Cloud platforms such as Genesys Cloud enabled remote operations, smaller IT footprints and omnichannel service, and kept customer engagement running through COVID-19.
-
2017 · Banking
AFFIN Bank
Genesys and CLEARView CRM, integrated
Integrating Genesys with CLEARView CRM transformed customer engagement and outbound sales.
- higher telesales efficiency
- 50%
- fewer abandoned calls
- 40%
-
2016 · Payments
Touch 'n Go
Beyond voice
Email and social media interactions were added alongside voice, significantly enriching customer satisfaction.
-
2016 · Banking
SME Bank
Universal routing and reporting
One routing and reporting system now unifies voice, email and social media for a seamless omnichannel experience.
-
2015 · Credit reporting
CTOS
A modernised contact centre
Genesys integration helped CTOS launch new online services, improve traditional support and run more efficiently.
-
2013 · Loyalty
BonusLink
Foundations for omnichannel
Genesys eServices integration transformed email handling. Voice engagement followed in 2020 for more personal interactions.
- more efficient email handling
- Up to 70%
-
2012 · Utilities
Air Selangor (SYABAS)
A 60-seat multimedia contact centre
Round-the-clock engagement for water consumers, with custom dashboards and quality monitoring tools.
- seats
- 60
- calls handled a day
- 6000
-
2011 · Insurance
Pacific & Orient Insurance
From call centre to contact centre
The Genesys Customer Interaction Management platform drastically reduced waiting times, raised satisfaction and positioned P&O as a CX leader.
-
1980s · Where it began
PABX, automatic call distribution, predictive dialling and IVR laid the groundwork for the modern contact centre.
Ready to transform your business?
Tell us about your customers and your goals. We’ll show you what AI, cloud and better integration can do for both.
Since 1997 · Genesys, Google and 8x8 partner · Kuala Lumpur