One New Zealand has been recognised by Genesys, a global cloud leader in AI-powered experience orchestration, for its work to modernise the Inland Revenue (IR) contact centre and significantly improve the service experience for New Zealanders.

Inland Revenue has one of the largest government contact centre agencies in New Zealand, with over 2400 users and more than 1000 concurrent agents. While Inland Revenue has been a user of Genesys Contact Centre software for over 20 years, this migration to the Genesys Cloud platform is driving productivity and cost savings for the government agency.

Mike Purchase, Enterprise Director, One New Zealand said: “We’re honoured to be recognised for our work with Inland Revenue, who have fully embraced this new AI-driven platform to achieve the benefits of a truly portable contact centre solution. It can be accessed from any location and uses speech analytics to better identify and mitigate trends and issues, to provide an enhanced service for customers.”

Michael Taylor, Business Lead, Future Proof Voice Channel at Inland Revenue NZ, added: “Since implementation, Inland Revenue staff and customers have commented on the improved quality of voice communications, eliminating previous sound quality issues and making using the system more satisfying, especially when working from home.

“It’s also helping customers and improving outcomes when interacting with our call centre. For example, the use of a slowed Interactive Voice Response (IVR) within the automated phone system technology has allowed people for whom English is a second language to better interact with the system.”

The award for APAC Migration Partner of the Year was presented at the annual Genesys APAC Partner Conference 2024 held in Thailand, on Thursday 30 May.

For more information about One New Zealand’s contact centre solutions, please visit: https://one.nz/business-solutions/enterprise/contact-centre/