Genesys, a global leader in AI-powered experience orchestration, has announced its all-in-one Genesys Cloud CX platform. The platform’s security level has recently been upgraded to IRAP PROTECTED (Information Security Registered Assessors Program), enhancing safety for the Australian government and commercial users.
IRAP’s thorough evaluation now allows more government bodies to confidently use Genesys Cloud CX to secure customer and stakeholder interactions in the cloud. This recognition boosts confidence in the platform’s regional security compliance, benefiting public and private sector organizations.
Tony Winterbottom, Principal of Government Business at Genesys, highlighted the transformative potential of this advancement. Previously restricted by ISM-PROTECTED level requirements, many government agencies clung to aging on-premises solutions. With Genesys Cloud CX operating at IRAP’s elevated level, agents can deliver personalized, empathetic services consistently across integrated channels. This upgrade liberates agencies to prioritize seamless service delivery and meaningful customer engagement, unburdened by infrastructure management concerns, reinforcing their dedication to Australia’s public sector.
The Genesys Cloud CX platform offers a range of key benefits for Australian government agencies:
- Enhanced Customer Experience: By providing real-time access to interactions and data, the platform allows agencies to understand citizen needs better. It enables insights into customer journeys, identifies improvement opportunities, and tracks progress towards service goals, leading to exceptional citizen experiences.
- Improved Employee Experience: Genesys Cloud CX assists in understanding, predicting, and fulfilling employee needs, contributing to enhanced employee satisfaction and potential. This focus on employees helps reduce turnover rates and creates a conducive environment for optimal performance.
- IT System Modernisation: The platform’s accessibility from anywhere with an internet connection enables government employees to work remotely or in the field. This flexibility empowers local, state, and federal agencies to deliver services seamlessly, ensuring accessibility and availability for customers regardless of location.
- Personalization at Scale Using AI: The Genesys Cloud CX platform offers omnichannel capabilities and automation, facilitating modernization efforts for government organizations. This includes leveraging AI for personalization and extracting valuable consumer insights. As the demand for digital services rises, the platform enables agencies to improve contact center operations, deliver integrated services, and elevate citizen experiences in the digital sphere.
Krishna Baidya, Sr. Director, CX, ICT Practice, Frost & Sullivan, shared, “The Genesys Cloud CX IRAP assessment is a significant step forward to showcase the company’s commitment to meet the Australian government mandate of delivering secure and compliant cloud services on a platform that is equipped to handle the community expectations of government agencies.”Â
Krishna added that to cater to Australians’ evolving needs and foster increased trust and loyalty, it has become imperative for government agencies to commit to a modernized infrastructure that can orchestrate experiences that are frictionless, secure and stable. The IRAP assessment commitment by Genesys can help government agencies optimize customer experiences and deliver mission-critical services at every touchpoint of the human journey.
FAQs
1. What is IRAP PROTECTED certification?
IRAP PROTECTED (Information Security Registered Assessors Program) is a security assessment and certification program for information and communications technology (ICT) systems in Australia. This certification indicates high-level security and compliance, particularly essential for government bodies handling sensitive data.
2. What does this upgrade mean for Genesys Cloud CX users?
The upgrade allows more government agencies to use Genesys Cloud CX for secure customer interactions confidently. It provides heightened security and compliance, boosting public and private sector organizations’ confidence in the platform’s safety.
3. How does this benefit government agencies in Australia?
The upgrade liberates government agencies from using aging on-premises solutions by meeting ISM-PROTECTED level requirements. It enables seamless service delivery and meaningful customer engagement, alleviating concerns about infrastructure management.
4. Why is a modernized infrastructure imperative for government agencies in Australia?
Agencies need modernized infrastructures that orchestrate frictionless, secure, and stable experiences to meet community expectations. The IRAP assessment commitment by Genesys helps optimize experiences and deliver critical services at every touchpoint of the human journey.
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