Genesys Cloud CX can now be operated to IRAP PROTECTED level to optimise customer experience for Australian government agencies

Genesys®, a global cloud leader in AI-powered- experience orchestration, today announced its all-in-one Genesys Cloud CX^® platform can be operated to IRAP PROTECTED level, receiving an upgrade from its previous “Official Sensitive” level.

The qualified, independent, third-party assessment by the Information Security Registered Assessors Program (IRAP) will enable more Australian government agencies to innovate and transform their customer and stakeholder engagements with a secure cloud platform. This assessment also provides additional confidence to commercial businesses and organisations using Genesys Cloud CX in their regional security credentials.

“Until now, some Australian government agencies have had to extend the life of existing (often legacy) on-premises CX solutions due to the limitations of required Information Security Manual (ISM) PROTECTED level solutions. With the new IRAP operating level Genesys Cloud CX has achieved, agents can gain key insights to deliver personalised and empathetic services consistently, across integrated channels. Government agencies can now focus on seamless service delivery of customer experiences and drive meaningful engagement, rather than worrying about managing IT infrastructure – thus, reinforce their commitment to the Australian public sector,” said Tony Winterbottom, Principal, Government Business at Genesys.

Key benefits of the platform include:

• Improved Customer Experience: Genesys Cloud CX allows Australian government agencies to deliver exceptional experiences through real-time access to interactions and data. With better insights into citizen needs and visibility into journey management metrics, organisations can identify opportunities for improvement, track progress towards goals and more
• Improved Employee Experience: Australian government agencies can use Genesys Cloud CX to enhance employee experience by understanding, predicting and learning what employees need to unleash their best potential and reduce turnover
• IT System Modernisation: With access to Genesys Cloud CX service from anywhere with an appropriate internet connection, government employees can work remotely or in the field. This provides local, state and federal agencies with the ability to deliver services to customers anytime, anywhere
• Personalisation at scale with AI: Genesys Cloud CX platform provides a full suite of omnichannel capabilities and automation, enabling government organisations to modernise. With the demand for digital services on the rise, this new assessment will enable Federal, State and Local Australian government agencies to access industry-leading modern cloud customer experience (CX) solutions from Genesys to easily adopt AI, and extract key consumer insights to improve their contact centre operations, deliver integrated services, and ultimately deliver the best citizen experiences in a digital world

“The Genesys Cloud CX IRAP assessment is a significant step forward to showcase the company’s commitment to meet the Australian government mandate of delivering secure and compliant cloud services on a platform that is equipped to handle the community expectations of government agencies. To cater to Australians’ evolving needs and foster increased trust and loyalty, it has become imperative for government agencies to commit to a modernised infrastructure that can orchestrate experiences that are frictionless, secure and stable. The IRAP assessment commitment by Genesys can help government agencies to optimise customer experiences and deliver mission-critical services at every touchpoint of the human journey,” said Krishna Baidya, Sr. Director, CX, ICT Practice, Frost & Sullivan.

For further information, or to obtain a copy of the Genesys Cloud IRAP assessment, visit the IRAP page.

About Genesys
Every year, Genesys orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com/en-sg.

©2023 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud CX, Genesys Cloud EX, GCXNow and Experience as a Service are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.

Media Contacts:

Manali Pattnaik

Director, APAC Communications Genesys

manali.pattnaik@genesys.com

+65 – 8321 7924