Case Study: McMillan Shakespeare Group achieves rapid business continuity and scalable, feature-rich customer experience with Genesys Multicloud CX

Ensuring business continuity during a crisis

McMillan Shakespeare Group is a financial services provider offering salary packaging, novated leasing and asset management across Australia, New Zealand and the UK. With about 300 contact center agents, the company needed greater agility and business continuity than its decade‑old on‑premises Genesys setup could provide—particularly to accelerate innovation and enable remote work during the COVID‑19 crisis.

MMS migrated to Genesys Multicloud CX, gaining inbound/outbound, integrations and workforce engagement capabilities that allowed a complete work‑from‑home transition in two weeks. The cloud platform delivered richer customer and employee experiences, enhanced customer visibility and the flexibility to scale contact center operations while accessing the latest features.

McMillan Shakespeare Group

Daniel Giesen-White

Chief Information Officer