Case Study: Humm Group achieves scalable CX operations with Genesys Cloud

Scaling CX operations with one consolidated system

Humm Group, Australasia’s original fintech company serving 2.7 million customers across five countries, needed a better way to support rapid growth while improving customer experience. Its three contact centers in Australia, New Zealand, and the Philippines were running on separate telephony platforms and an Avaya on-premises system, which created silos, limited support between teams, and led to longer wait times. Humm Group worked with Genesys and its partner Datacom, using the Genesys Cloud platform to consolidate its CX operations.

Genesys implemented the cloud platform in just four weeks and rolled it out remotely to 400 agents during COVID-19 lockdowns. The unified system made training easier, improved collaboration across three time zones, and enabled seamless handoffs between teams, helping Humm Group reduce operational friction, support digital growth, and scale customer experience more efficiently.

Humm Group

Andrew Murrell

Chief Operations Officer