Great Southern Bank partners with Optus to implement a new cloud-based system that improves customer satisfaction and operational efficiency.
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
- https://www.itnews.com.au/news/great-southern-bank-eyes-virtual-branches-in-every-postcode-613613 – Corroborates the implementation of NICE CXone by Great Southern Bank, the reduction in call wait times, and the upgrade of the IVR system.
- https://www.itnews.com.au/news/great-southern-bank-eyes-virtual-branches-in-every-postcode-613613 – Provides details on the benefits of the NICE CXone system, including reduced call wait times and improved customer service.
- https://cxcentral.com.au/nice-launches-new-contact-centre-platform/ – Explains the features and capabilities of the NICE CXone cloud contact centre platform, including Omnichannel Routing, Workforce Optimisation, Analytics, Automation, and Artificial Intelligence.
- https://www.optus.com.au/content/dam/optus/documents/enterprise/pdf/optus-cloud-contact-overview.pdf – Details the partnership between Optus and NICE inContact for the Optus Cloud Contact solution, highlighting its benefits in customer experience and operational efficiency.
- https://www.optus.com.au/content/dam/optus/documents/enterprise/pdf/optus-cloud-contact-overview.pdf – Outlines the key attributes of the Optus Cloud Contact solution powered by NICE inContact CXone, including dynamic adaptation of CX programs and personalized customer journeys.
- https://www.nice.com/solutions/call-center-software – Describes the features of NICE CXone, such as Automatic Call Distribution (ACD), call recording, and quality assurance, which contribute to improved customer service and operational efficiency.
- https://www.itnews.com.au/news/great-southern-bank-eyes-virtual-branches-in-every-postcode-613613 – Mentions the commitment to ensuring vulnerable customers can swiftly reach specialists through the updated IVR system and NICE CXone.
- https://cxcentral.com.au/nice-launches-new-contact-centre-platform/ – Confirms the launch of NICE CXone in Australia and New Zealand, emphasizing its role in enhancing customer experience and operational efficiency.
- https://www.optus.com.au/content/dam/optus/documents/enterprise/pdf/optus-cloud-contact-overview.pdf – Highlights the strategic partnership between Optus and NICE inContact, focusing on delivering exceptional customer experiences and supporting digital transformation.
- https://www.itnews.com.au/news/great-southern-bank-eyes-virtual-branches-in-every-postcode-613613 – Details the positive impact of NICE CXone on the working environment for employees at Great Southern Bank, including reduced wait times and improved service quality.
- https://cxcentral.com.au/nice-launches-new-contact-centre-platform/ – Explains how NICE CXone enables organizations to act smarter and respond faster to consumer expectations, aligning with Great Southern Bank’s goals.
