Voice-of-the-Customer (VoC) at MYOB

GSN first started working with MYOB in 2016, moving their Contact Centre to GSN’s Cloud Contact Centre solution. Since that time GSN’s partnership with MYOB has grown, with many new innovations being delivered to support MYOB’s business including:

  • Outbound campaigns
  • CRM integration (Siebel & Salesforce)
  • Email & chat channels
  • Social media channels (Twitter & Facebook)
  • Chatbots
  • Speech analytics
  • Predictive engagement
  • AI-powered automated quality management

In 2017 MYOB wanted to increase customer experience, and what better way to do this than to better understanding the perceptions and feedback from its customers, as well as feedback from frontline Agents. GSN partnered with CentraCX, a leading voice-of-the-customer (VoC) platform that is purposefully designed for the contact centre space.

In this video, we hear Alex Hnarakis, Head of Premium Support and Service Optimisation at MYOB, discuss how Centra CX VOC is used, the integration with MYOB systems and how Centra CX VoC supports MYOB to continually improve products, people and processes.

Find out how GSN can support your business

GSN is an Australian owned customer engagement solutions provider and a pioneer in cloud and SaaS technologies since 2003. GSN delivers innovative customer engagement solutions with data and insights, service design, and development expertise to create value in every customer interaction.

Our local team of experts can help you define a solution that meets your needs today. No matter where you are with your contact centre journey, we can help.

Contact Us

GSN first started working with MYOB in 2016, moving their Contact Centre to GSN’s Cloud Contact Centre solution. Since that time GSN’s partnership with MYOB has grown, with many new innovations being delivered to support MYOB’s business including:

  • Outbound campaigns
  • CRM integration (Siebel & Salesforce)
  • Email & chat channels
  • Social media channels (Twitter & Facebook)
  • Chatbots
  • Speech analytics
  • Predictive engagement
  • AI-powered automated quality management

In 2017 MYOB wanted to increase customer experience, and what better way to do this than to better understanding the perceptions and feedback from its customers, as well as feedback from frontline Agents. GSN partnered with CentraCX, a leading voice-of-the-customer (VoC) platform that is purposefully designed for the contact centre space.

In this video, we hear Alex Hnarakis, Head of Premium Support and Service Optimisation at MYOB, discuss how Centra CX VOC is used, the integration with MYOB systems and how Centra CX VoC supports MYOB to continually improve products, people and processes.

Find out how GSN can support your business

GSN is an Australian owned customer engagement solutions provider and a pioneer in cloud and SaaS technologies since 2003. GSN delivers innovative customer engagement solutions with data and insights, service design, and development expertise to create value in every customer interaction.

Our local team of experts can help you define a solution that meets your needs today. No matter where you are with your contact centre journey, we can help.

Contact Us