To try and stem the high rate of customer loss, MBF made the decision to beef up its call center operations by replacing a manual system that was sales-based and did not include preview dialling (which automates outbound dialling and call lists).

It had also evolved on a patchwork of technology and could not identify trends for customer campaigns.

As a result, MBF implemented Genesys Outbound Voice to work with existing Web-based applications and custom scripts operating on agents' front-end systems.

Speaking at the Genesys user conference, G-Force, in Melbourne on Wednesday, Rabey said the project was implemented and configured over six months.

She said the Genesys system works together with existing infrastructure and assists with agent call campaigns and data collation.