Great Southern Bank in Australia has made significant strides in enhancing its customer service operations by adopting the cloud-based NICE CXone system. This transition, facilitated by Optus in collaboration with NICE, aims to create a modern contact centre experience that focuses on improving customer satisfaction and operational efficiency.
Recently implemented in two of its national hubs, the NICE CXone system has already begun to show positive results. The move from a conventional on-premise Interactive Voice Response (IVR) system to the more advanced NICE CXone has effectively addressed previous issues associated with lengthy wait times, inadequate customer service experiences, and disconnected service channels.
Danny Price, Vice President of Delivery at Optus, outlined the broader objective of this partnership, stating, “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."
The updated IVR system provides customers with various channels to connect with the bank’s contact centre. According to Naushad Ahmed, Chief Operating Officer of Great Southern Bank, the initiative to rebuild the IVR system through Optus and NICE CXone was driven by a commitment to ensure vulnerable customers can swiftly reach the specialists needed to assist them. He noted, “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.”
The NICE CXone system not only elevates the customer service experience, but it also enhances the working environment for employees. Lesser wait times coupled with improved service quality contribute to a more engaging and fulfilling workplace atmosphere. Darren Rushworth, President of NICE International, echoed this sentiment, asserting that the new system allows Great Southern Bank to deliver greater efficiencies and support during crisis moments, confirming that customers' calls are answered in mere seconds.
As Great Southern Bank continues to adapt to the evolving financial landscape, its partnership with Optus and NICE is proving pivotal in providing essential support to its customer base. Through these technological advancements, Great Southern Bank is reaffirming its commitment to offering exceptional customer experiences while promoting a culture of excellence within its operations.
Source: Noah Wire Services