Case Study: News Limited achieves cross-channel customer conversations and streamlined contact center efficiency with Genesys

News Limited Drives Cross-Channel Customer Conversations with Genesys

News Limited, a leading Australian media company managing about 600 agents across four sites and handling roughly 2 million voice calls plus 300,000 e-mail/fax contacts annually, needed to support a new "Voice of the Customer" segmentation strategy. The business required a single, tightly integrated system to blend voice and non‑voice channels, retire an end‑of‑life CTI desktop, reduce call abandonment and dispute costs, and present a clear ROI for CAPEX approval.

Working with Genesys Business Consulting and Dimension Data, News Limited extended its Genesys platform (including the Gplus Adapter for Siebel, Virtual Hold, recording integration and CIM/voice components) to create a single view of customer interactions, automate e‑mail routing and enable blended, multi‑skilled agents. The rollout retired legacy desktops, cut average handle time by about five seconds per call (≈2,780 hours/year), reduced abandoned calls by 60% with 60% callback uptake, lowered credit dispute payouts by 15–20%, and improved agent efficiency, customer satisfaction and revenue opportunities.

News Limited

Jonathan Ng

Technology Manager, Sales Solutions, Crm And Contact Centers, News Limited