Increased agility with an open architecture
As a technology advisor and managed services provider, Nexon Asia Pacific helps clients run their businesses better, acting as an integral part of the IT team. Nexon takes the steps needed to transform an organisation — from networking to unified communications to desktop support — enabling sustainable growth and pathways for innovation. Headquartered in Sydney, with offices in Newcastle, Melbourne, Brisbane and the Gold Coast, the company has over 400 employees and manages its own contact centre for midmarket and enterprise organisations.
Nexon wanted to upgrade its contact centre infrastructure to an agile cloud platform that could support new functionality, consolidate back-end systems and underpin business expansion. The business had outgrown its on-premises contact centre solution after five years and decided to leverage the benefits of Genesys Cloud to support continued growth.
“We needed an intelligent cloud-based platform that could quickly adapt to new business requirements on the fly, rather than taking days to modify existing flows,” said Steven Zhu, Product Lead at Nexon. “Along with that agility, we also needed visibility into a rich dataset with the ability to easily present a customer journey, including all the key metrics across different queues and different business units.”
“Crucial to this was moving from a monolithic legacy architecture to the agile microservices-based Genesys solution, which can easily adapt and scale,” said Malcolm Green, Senior Contact Centre Engineer at Nexon.
“The Genesys open architecture and ease at which we can build and deploy scripting and IVR flows allows us to very rapidly deploy new functionality for new customers when they come on board,” added Green. “This modern architecture also supported a better user experience across the organisation with managing client needs.”
Happier customers through improved FCR
Nexon uses its HelpDesk Happiness Model to measure and analyse customer experience from end to end. It improved customer satisfaction by implementing a closed-loop customer feedback process with Genesys Cloud.
And, because Nexon knows FCR is one of the most critical metrics for any contact centre, it embraced the Genesys Cloud platform to empower agents with more information. This, ultimately, improved real-time visibility and lifted FCR rates.
“First-call resolution is one of the key things we strive for, so we need to have all critical information coming in so that our front-line team can immediately see what’s happening and quickly resolve issues,” said Green.
Now the service desk can triage an issue and then redirect or transfer the caller to the person best suited to answer their question.
“Before the introduction of Genesys, it was a cumbersome process,” said Zhu. “Nexon can now focus its efforts to ensure every customer touchpoint and every transaction has a good outcome. Since the implementation of Genesys Cloud contact centre software, we can now make the customer experience effortless by significantly improving FCR, call abandonment rates and customer satisfaction.”
Customer experience and happiness are at the core of Nexon services. With Genesys Cloud, the company can satisfy more of its managed service customers, measure agent efficiency and track overall performance.
