Gen-i has extended an existing relationship with Commonwealth Bank (CBA), announcing a five-year agreement to provide contact centre services for the bank.

The build phase of the contact centre is already underway after the contract was awarded to Gen-i following a competitive tender process.

Paul Wilson, Gen-i managing director Australia, says Gen-i is helping CBA roll out new technologies allowing more flexible working arrangements and streamlining the introduction of new client services and products. He says the bank is moving away from premise-based PBXs and call management systems toward a SIP-enabled, cloud-based intelligent call management solution.

The platform, built on the Genesys suite of products, handles more than 100 million calls a year, with high levels of self-service, and intelligent routing of calls to more than 1500 agent representatives.

Quentin Boyes, Commonwealth Bank executive general manager for direct channels, says the bank's aim is to ensure it understands more about the reason a customer is calling and then be able to have the call answered by the most suitable customer service representative.

Gen-i and CBA have been working together since 2000