Contact centre software provider, Genesys Telecommunications Laboratories, has expanded its contract with call centre outsourcer, SalesForce, to provide software and services to support an additional 1000 agents across its Australian call centres.

The SalesForce centres covered by then Genesys contract provide outsourced sales, after sales and customer service solutions to a range of clients within the telecommunications and financial services sectors.

Following the merger of SalesForce and contact centre provider Salmat earlier in the year, SalesForce will work with Salmat to replace currently installed call centre solutions with Genesys software.

“With the merger, we needed to evaluate our technology platforms to ensure we could deliver consistent, quality service at the right price point to our customers,” said Kevin Pannoza, CEO of SalesForce. “As the leading provider of outsourced customer service solutions, we require a technology partner who can help us meet our objectives. 

“Our existing relationship with Genesys has demonstrated that it delivers a comprehensive contact centre portfolio with best of breed technology and a complete understanding of our business regardless of the underlying telephony. We operate on a variety of telephony systems, and Genesys integrates with each system to deliver the business outcomes our customers demand of us.”

Genesys will provide software that enables SalesForce to roll out multi-media, IVR speech capabilities as well as in-bound call management across its e*smart call centres. The implementation will help ensure that SalesForce can optimise its customer interaction by categorising caller requests and matching them with appropriate agents. SalesForce will be able to monitor levels of call activity and scale its systems and resources according to peak and off peak periods. Once completed, more than 2000 SalesForce agents will be supported by a Genesys technology platform.

“SalesForce’s continued commitment to Genesys is a testament of our ability to provide the best call centre technology and support to businesses that rely on delivering high levels of customer service,” said Jason Stirling, managing director, Genesys for Australia and New Zealand. “SalesForce is a key customer of Genesys in the region and we look forward to working with them as they consolidate their customer service platform and evolve their call centre portfolio.”