Case Study: Anglicare Sydney improves staff and client experience with Genesys Cloud

Boosting client service by streamlining the contact center

Anglicare Sydney, a community care organization, needed to improve its contact center and client support while moving beyond on-premises limitations. It turned to Genesys Cloud to better manage growing service demands and make it easier for staff and volunteers to support clients across voice, email, web chat, and SMS.

With Genesys, Anglicare Sydney streamlined routing, enabled faster onboarding, and added integrated tools for sentiment analysis and post-call surveys. The results included a 96%+ reduction in client queue wait times to 11 seconds, more than AUD 120,000 in annual operational savings, and a single interface for agents and managers, while improving both client and employee experience.

Anglicare Sydney

Roy Hazelwood

Contact Center Manager