Australian telecoms provider Optus has partnered with NICE, a provider of AI customer service automation solutions, to overhaul Great Southern Bank's contact centre operations.
Great Southern Bank had been utilising an on-premiss Interactive Voice Response (IVR) solution, which Optus says led to an often-poor customer experience regarding wait times, resolution rates, fragmented customer service channels and a lack of scalability.
Optus was engaged to deploy the NICE CXone solution, a cloud-native contact centre tool, and Great Southern Bank transitioned to a cloud-based, omnichannel contact centre system.
Great Southern Bank says the overhaul has reduced customer wait times to just 30 seconds for 80% of calls, demonstrating a significant improvement in operational efficiency, response and service quality.
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“Our partnership with Great Southern Bank is about more than just technology, it’s about delivering a meaningful experience for both customers and employees," said Danny Price, VP of Delivery at Optus.
"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.
“This collaboration with NICE underscores Optus’ commitment to unique proven expertise in CX transformation and innovation that directly enhances Great Southern Bank’s performance, customer experience and strengthens operational efficiency through an excellent employee experience.”
Naushad Ahmed, Chief Operating Officer, Great Southern Bank, said the 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," Ahmed said.
“With CXone, Great Southern Bank knows that more than 80% 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 organisation 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,” Rushworth said.