GSN delivers innovative technology to help businesses engage customers; empower teams and enable continuous improvement. Contact Centre in the cloud (CCaaS) Chat Bot Virtual Agent Live Agent AI Quality Management Work Force Management Voice of the Customer Voice of the Employee

1. 1
Credentials
May 2020
Making
every
connection
count.

2. 2
Helping
organisations
create value in every
customer
interaction.

3. Making every connection count.
“Making every connection count” is at the core of how we work at GSN. It
drives our passion to connect businesses, people, and customers through
innovation.
GSN delivers innovative technology to help businesses engage customers;
empower teams and enable continuous improvement.
We bring together leading customer engagement solutions with data and
insights, service design, and development expertise to create value in every
customer interaction.
A local development team means we can innovative and respond to the
needs of our clients quickly.
3
Making
every
connection
count.
About

4. 4
“Making Every Connection Count” …is at the core of how we work with our people and clients.
It drives our passion to connect businesses, people, and customers through innovation.
GSN brings together leading customer engagement solutions with data and insights, service design, and development expertise
to create value in every customer interaction.
Engage
Engage customers across
every channel.
Enable
Continuous improvement
across your business.
Empower
Empower teams to deliver
exceptional outcomes.
How we help
o Consistently communicatewith your customers across
Voice, Web, Email,SMS, Mobile Apps & Social Channels
o Provide assisted service from the right agent to the right
customer at the right time
o Seamlessly blend self-servicechatbots, IVR and digital
engagement with assisted service
o Proactivelyengage with current and prospective
customers on all channels
o Enable your customers to quickly access the information
they are looking for and keep them informed with
intelligentcommunications solutions
o Flexibly integrate with digital engagement, marketing
automation and customer management systems to deliver
personalised journeys
o Meet customer demand with the right resources at the
right time
o Accurately forecast demand, schedule staff and monitor
adherence with AI workforcemanagement
o Enable your teams to collaborateon customer feedback to
improve the experience
o Consistently provide the right answers with AI powered
knowledge management
o Understand best practices and share with your frontline
teams to improve performance
o Comprehensivelydeliver individual coaching and training
needs through interaction recording, analysis, and learning
management
o Flexibly integrate with line of business systems to reduce
employee complexity & improve efficiency
o Effortlesslyensure compliancewith contractual, regulatory
and security requirements
o Collect, understand and action customer feedback across
multiplechannels
o Analyse every interaction to provide deep insight into
customer journeys and employee performance
o Rapidly respond to changing requirements with business
managed configuration and administration.
o Efficientlyautomate back office processes and distribute
workload to the best resources
About

5. Rapid Contact Centre Deployment:: McMillan
Shakespeare
Who is McMillan Shakespeare?
Top 200 ASX-listed company, with 21 brands across the employee benefits, asset finance, fleet
management and disability support industries. The McMillan Shakespeare Group comprises more than
1,200 staff across Australia, New Zealand and the United Kingdom.
The Challenge?!
With the impact of COVID-19 restrictions, MMSG needed to move quickly to secure their business and
have their contact centres and agents operating in a “work-from-home” capacity.
What we delivered??
In true partnership the GSN and MMSG teams worked to deliver operational capability for MMSG within 2-
weeks.
This included:
• 5 separate contact centres across Australia
• 450 Agents
• Inbound Voice, Workforce Management, Multi-Channel, Interaction Analytics
5
“If you are looking for a true partner
that is willing to take the time to
understand your business challenges
and is both engaged and flexible, I
highly recommend GSN.”
About

6. Response to COVID-19
6
Solutions
to Help
Now, more than ever, it is important to support our people
and customers through effective communicationand
collaboration. Our solutions are easily deployed to help your
business respond quickly to changing customer demands and
support your people to work more productivityin a changing
work-from-homeenvironment.
We can help your business understand the changing
experiences of your customers and frontlineteams by
collectinginteraction data and using advanced analytics to
customise real-timefeedback dashboards. We work with you
to enable your teams to collaborateon these insights to
understand and improve the experience for customer and
team members.
COVID-19
Manage demand & keep your customers informed
with Chatbots &Virtual Agents!
Bringing together Human and ArtificialIntelligence to enable
customer and employee engagement. Our virtual agent, chat
bot, and live chat solutions – combined with your knowledge
base - enable you to provide consistent, personalised and fast
access to informationacross all channels.
Our solutions let you answer many common customer
enquiries – fast – and if the customer interactionstarts to
become more complex, we seamlessly transition your
customer to a live agent to ensure continued positive.
Continue to deliver a consistent quality of service,
even remotely!
Our AI powered quality management solutions sit on top of
your existing customer systems and consistently listen to all
customer conversations. With dashboards customised to your
business needs and priorities our solutions easily flag
individualcoaching needs, gaps in training effectiveness or
regulatory compliancerisks.
So even when you teams are working remotely you can be
sure to deliver a consistent quality level of service.
Reduce resource demands by automating common
tasks
We can assist your business to automate many common
repetitive agent processes that require customer
interaction and utilise valuable employee time. With
advanced capabilities such as voice recognition, biometric
security and pre-built self-service modules for banking,
finance, insurance, retail, logistics and telecommunications
GSN can enable customers to self-serve across voice and
digital channels with seamless transition to assisted service
when necessary.
GSN’s extensive software development capability provides
for the integration of self-service platforms with just about
any back end or line of business system.
Rapidly deploy Contact Centre capability
Our solutions help you transition your contact centre teams to
work-from-home– within days or weeks not months. With
our Contact Centre Cloud solutions, we can have your agents
working from home quickly.
As a licensed Carriage Service Provider, we also provide any
Internet and Voice networks you need to get moving sooner.

7. Engage customers across every channel.
7
Engage Customers
Customer Contact
Customer Experience has become a key differentiator for business success. Deliveringa consistently good customer experience requires
modern innovative technologies that seamlessly bring together people and process.
GSN enables communicationwith your customers across multiplechannels - voice, SMS, email, web, and social. With intelligent
features that deliver personalised experiences, reduce wait times and provide actionable insights, GSN solutions can support your
business to deliver industry leading customer experiences.
Our related products include:::
• Contact Centres
• Chatbots, Virtual Agent and IVRs
• Knowledge Management
• AI powered Quality Management
Customer Journey Management
Today’s customers expect every business they deal with to know and understand them - personally. To do this at scale on every
interaction and across multiple channels requires leadership, expertise and innovative.
GSN products enable service design, journey execution, and deep insight into the end-to-end customer experience regardless of the
many channels that the journey may take. With comprehensive personalisation,proactive engagement and AI powered predictive
analytics GSN supports your business to understand and create leading experiences through the customer experience lifecycle.
Our related products include:
• Contact Centres
• Chatbots, Virtual Agent and IVRs
• PredicativeDigital Engagement
• Advanced Interaction Analytics
• Voice-of-the-Customer
• Voice-of-the-Employee

8. 8
Empower Teams
Customer Acquisition & Retention
Programs to acquire and retain customers are some of the most challengingand expensive activities for a business. Customer sales
journeys have changed dramaticallyand, with over 90% of customer starting their purchasing process online, the importance of effective
technology to understand the end-to-end journey has never been greater.
GSN products enable organisations to maximise their sales outcomes though digital engagement, predictiveanalytics and proactive
communications. When employees are involved in the sales process GSN technologies support not just effective customer communication
but deep analytics of the content of the communicationto identify the key actions for success and to make these scalable throughout the
organisation.
Our related products include:::
• Chatbots and Virtual Agent
• AI powered Quality Management
• PredictiveDigital Engagement
• Advanced Interaction Analytics
• Voice-of-the-Customer
• Voice-of-the-Employee
Workforce Optimisation
For many consumer focused organisations frontline team members present the brand to customers. They are also one of the most
expensive investments making up to 90% of the cost base. With such a large investment and dependency on people capability,a focus
on optimising outcomes can deliver significant business benefits.
GSN’s workforce optimisation products include traditional demand forecasting, workforce planning and staff scheduling products as
well as highly innovative AI powered solutions to identify employee performance improvement opportunities.
Our related products include:
• Workforce Management (WFM
• Chatbots, Virtual Assistants and IVRs
• Knowledge Management
• AI powered Quality Management
• Voice-of-the-Employee
Empower teams to deliver exceptional outcomes.

9. 9
Enable Continuous Improvement
Self-Service & Automation
Deliveringservices efficientlywhilst meeting customer expectations is a key element of remainingcompetitive for many of today’s
organisations. GSN solutions incorporate technology for online, digital and voice-based automation and self-service. We maximise
business efficiencyby blending interactions seamlessly with assisted service to ensure that every customer’s expectations are met.
Our related products include:::
• Contact Centres
• Chatbots, Virtual Agent and IVRs
• Systems Integration
Compliance
Businesses are held to increasinglyhigher expectations and standards than ever before. Across many industries this means greater
levels of regulatory compliance. Businesses must ensure accurate applicationof policies & procedures across an increasing number of
ways for customers to interact.
Our solutions can help you accurately capture and analyse every customer interaction to ensure compliance. Real-time insights alter
you to any risks, and enable you to take actionable steps straight away
Our related products include:
• PCI (voice & digital) compliance
• Chatbots, Virtual Agent and IVRs
• Knowledge Management
• AI powered Quality Management
• Voice-of-the-Customer
Enable continuous improvement across your business.

10. Cloud Calling
10
Cloud Calling for Contact Centres
As a registered Carriage Service Provider the GSN
Cloud Calling platform brings together points of
interconnect with carriers and major public cloud
platforms to create a business communication
specific carriage offering.
We provide advanced business specific capabilities
that address redundancy, security and reporting
which are combined with end-to-end service
management to deliver a sophisticated and cost
effective telecommunications service.
Cloud Calling for Microsoft Teams
A cloud-based voice calling solution for Microsoft
Teams. It is a powerful productivity tool that
enables your people to work when and where they
want to make calls to landlines or mobiles within
Microsoft Teams.
Empower your People: work where and when you
need; present a professional image; unified
communications; and never miss an opportunity
with fully featured calling solution.
Save Money & Simplify Your Business: replace
your existing phone system; simplify billing and
own your business numbers.
Cloud Carriage

11. What makes GSN different??
GSN is an Australian owned customer engagement solutions provider and a pioneer in Cloud and SaaS technologies. Being vendor independent
our focus is ensuring practical outcomes through deep customer understanding, subject matter expertise and industry leadership.
With a development team based in Australia, we can innovative quickly and to respond to the needs of our clients.
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From pioneeringthe Contact Centre Cloud in
Australia 17-years ago GSN has continued to
deliver innovative customer engagement
solutions to businesses across Australia and
NZ.
We deliver solutions for customers across
many different industries and with different
levels of complexity and size (from 50 to
2,000+ agents).
GSN is an independent solution provider
and 100% focused on understanding and
responding to our client’s needs.
We balance innovation, customisation and
total cost of ownershipto provide a
recommendationthat is right for your
business.
Our team of local experts continue to build
on our long history of innovationand deliver
exciting new solutions for our clients.
Together with our award-winningpartners
we design and deliver the latest customer
engagement solutions to benefit your
business.
As pioneers in the Contact Centre Cloud,
GSN’s solutions are developed from the
ground up with enterprise level Security and
Reliability embeddedat every level.
Our solutions are trusted with more than
40m interactions and $500m worth of
transactionsfor our clients every year.
GSN is a PCI-DSS Level 1 Certified Service
Provider.
Experience
& Expertise
Outcomes
Focused Innovation
Security &
Reliability
Why GSN?

12. We work with award-winning Partners.
12
Partners

13. We have expertise in delivering for many customer
focused Australian companies
13
Clients

14. Thankyou.
The End.
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