Genesys presents Customer Innovation Awards at Xperience19, the world's largest customer experience conference

Genesys®, the global leader in omnichannel customer experience and contact center solutions, today announced the winners of the 14th Genesys Global Customer Innovation Awards on the opening day of Xperience 19, Genesys’ signature annual global customer experience event, which took place June 10-13 at the Gaylord Rockies Resort & Convention Center in Denver, Colorado. The winners include Microsoft, Swisscom, Coca-Cola North America Business Services, Whirlpool Corporation and more.

The Genesys Customer Innovation Award is designed to recognize industry leaders who deliver exceptional customer experiences and achieve significant business results by deploying innovative methods and technologies such as cloud services and artificial intelligence. This year, nine companies won the award nominations. A jury composed of well-known industry analysts from companies such as IDC, McGee-Smith Analytics, Ovum, and previous winners of the Customer Innovation Award such as Bradesco, Harambee, and QuinStreet conducted a rigorous evaluation of the finalists and then voted to select the final winner of the award.

The 2019 Customer Innovation Award winners include:

1. Homecare Medical - Transforming the Customer Experience Industry (Using advanced customer experience technologies to significantly improve business results)

Homecare Medical achieved greater scalability by building out digital telehealth service channels, increasing annual interactions by 92% across voice, web chat, email, text messaging, and social media.

2. Microsoft – Customer Experience Global Deployment (Best Global Promotion)

Microsoft moved a complex legacy on-premises system to the cloud to provide a streamlined customer experience in 37 languages ​​across 60 regions.

Microsoft migrated complex legacy on-premises systems to the cloud, providing a modern customer experience in 37 languages ​​across 60 regions.

3. Swisscom – Customer Experience Innovation (Best Omnichannel Implementer)

As one of the first Genesys customers to integrate with Apple Business Chat, Swisscom launched instant messaging capabilities to successfully migrate consumers from the company’s IVR and website to digital channels. In less than six months, the company tripled its customer interactions and improved business operational efficiency by more than 10%.

4. Lowell Norway – Customer Experience Enabler (Small Business, less than 100 seats, Best Implementer: Accelerating Time to Value)

Lowell Norway replaced its isolated, fragmented legacy systems with the Genesys solution, streamlining the company’s operations and business processes, achieving an average response rate of 94 percent, reducing average call handling time by 25 percent, lowering first contact resolution by 90 percent, and reducing customer wait time by 14 seconds.

5. 3 Denmark – Customer Experience Enabler (Medium-sized companies, 101-500 seats, Best Implementer: Accelerating Time to Value)

3 is one of Denmark's largest mobile operators. Since migrating to a cloud contact center, the company has reduced customer wait times by 23 seconds and increased agent productivity by 10%.

6. Coca-Cola North America Business Services – Customer Experience Enabler (Large Enterprise, 500+ seats, Best Implementer: Accelerating Time to Value)

Coca-Cola North America Business Services reduced its total cost of ownership by 50 percent, and on the first day after deployment, system availability reached 99.9 percent, with a first-time call correct match rate of 75 percent.

7. Affin Bank Berhad – Leader in Sales and Marketing Customer Experience (Best Sales and Marketing Deployment)

When Affin Bank Berhad switched from a legacy, multi-system approach to a modern, integrated omnichannel customer experience solution from Genesys, it saw a 60 percent improvement in agent telesales performance, an 84 percent reduction in call abandonment, a 50 percent increase in agent productivity, and $1 million in sales within five months of deployment.

8. Tokio Marine Management Australasia – Best Collaborator in Customer Experience (Team Effectiveness)

After migrating its contact center to the cloud, the multinational insurance company successfully increased agent schedule compliance by 30% by deploying a workforce management solution.

9. Whirlpool Corporation — Customer Experience Visionary (Switch to Genesys from other platforms)

Whirlpool Corporation, one of the world's largest home appliance manufacturers, has successfully migrated multiple self-built contact center software systems to the Genesys integrated omnichannel customer experience cloud platform. Since the deployment of the platform, the company has achieved significant improvements in many key performance indicators. For example, the application of intelligent routing has reduced the need for call transfers by 50%, increased the average answering speed by 90%, and significantly improved the overall efficiency of the contact center.

Merijn te Booij, Chief Marketing Officer of Genesys, said: "Recognizing outstanding customers around the world is a highlight of Genesys' annual Customer Experience Conference. We sincerely thank them for their unremitting efforts to achieve technological innovation and deliver excellent customer experience. They have creatively applied Genesys solutions to carry out seamless customer interactions and empower employees with advanced technology to achieve significant improvements in multiple business indicators such as corporate revenue, sales, and customer satisfaction... Their achievements have amazed the industry and attracted the attention of the world. On behalf of Genesys, I would like to congratulate all the finalists and winners of the Customer Innovation Award. A wonderful customer experience is continuous and connected at all times."