The implementation of the cloud-based NICECXone system at Great Southern Bank, Australia has enabled contact center agents to effectively resolve customer inquiries, leading to higher customer satisfaction and streamlined operations.
Optus, in collaboration with NICE, is rolling out a contact center of the future experience across more bank locations after successful implementation in two national hubs.
The transition from an on-premise Interactive Voice Response (IVR) solution to NICE CXone has addressed issues such as poor customer experience, long wait times, and fragmented service channels at Great Southern Bank.
Danny Price, VP of Delivery at Optus, said, “Our partnership with Great Southern Bank is about more than just technology, it’s about delivering a meaningful experience for both customers and employees. By implementing NICE CXone, we’ve been able to dramatically reduce wait times, streamline interactions, and provide Great Southern Bank customers with the immediate support they deserve.
With a refreshed IVR system and comprehensive support, Great Southern Bank can now more efficiently manage customer interactions and provide immediate assistance in times of financial distress or potential fraud. Customers further benefitted from significantly reduced wait times and enhanced service quality, while employees enjoyed a more engaging and fulfilling work environment.
Naushad Ahmed, Chief Operating Officer, Great Southern Bank, said, “Great Southern Bank leveraged the telephony platform to provide multiple channels for customers to reach the contact centre. There was an opportunity to rebuild the IVR through Optus with NICE CXone to ensure that the most vulnerable customers reach the specialists they need to speak with immediately or within seconds to prevent potential loss.
“With CXone, Great Southern Bank knows that more than 80 per cent of customers consistently have their calls answered within 30 seconds, which is a significant reduction.”
Darren Rushworth, President, NICE International, said, “CXone Mpower enables Great Southern Bank to deliver greater efficiencies and support to vulnerable customers in times of crisis, ensuring their calls are answered within seconds. As the organization continues to evolve, NICE’s next-gen technology will give Great Southern Bank the scalability, flexibility, and AI capabilities it needs to align with changing customer preferences and access to banking services in a manner that suits them best.”
Great Southern Bank’s trust in Optus demonstrates its commitment to innovation in driving positive change. Optus’ deep partnership with NICE allowed for an exceptional solution at a great value during a time where the financial landscape continues to evolve. Through Optus, Great Southern Bank remains steadfast in its commitment to delivering exceptional customer experiences and fostering a culture of excellence.
