Case Study: Australia Post achieves faster resolution and scalable customer experience with Genesys

On-Time Delivery of an Excellent Customer Experience

Australia Post, Australia’s largest retail and delivery network, handles millions of items daily and had grown through acquisitions into a complex eCommerce and logistics organisation. That growth left the business with fragmented voice platforms, multiple CRMs and unintegrated tools, making it hard for agents to see customer context, resolve issues quickly and scale for seasonal demand.

Working with Genesys and partners, Australia Post implemented the Genesys Customer Experience Platform (Multimedia Communication Manager, Self‑Service IVR, Workspace integrated with Salesforce) and consolidated point solutions in under four months. The integrated solution cut agent clicks dramatically, reduced average calls handled by 10%, improved first-call resolution by 10% and raised NPS by 4%, while enabling seamless seasonal scaling and faster, more informed customer interactions.

Australia Post

Patrick Nesbitt

Head of Channel Optimization