Optus & NICE upgrade Great Southern Bank call centres

Optus and NICE have announced the rollout of a new contact centre system at Great Southern Bank, aiming to improve customer and employee experiences.

Great Southern Bank has seen a reduction in customer wait times to just 30 seconds for 80% of calls, as a result of the NICECXone system implementation. This reflects a notable increase in operational efficiency, quality of response, and service. The advanced cloud-based system allows contact centre agents to address customer queries more effectively, enhancing customer satisfaction and improving overall operational performance.

Optus, a major Australian telecommunications provider and contact centre service provider, is expanding this next-generation contact centre experience across additional Great Southern Bank sites after a successful implementation in two of the bank's national hubs. The decision to partner with NICE provided the bank with a solution that replaced their previous on-premises Interactive Voice Response (IVR) system, which struggled with scalability and resulted in suboptimal customer service experiences.

"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," said Danny Price, Vice President of Delivery at Optus.

Price also remarked that this collaboration demonstrates Optus' commitment to improving customer experience through innovative solutions, enhancing Great Southern Bank's operational efficiency and overall performance while providing a positive employee experience.

Naushad Ahmed, Chief Operating Officer of Great Southern Bank, noted the significant advancements achieved through this partnership. "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," Ahmed stated. He also highlighted that more than 80 per cent of calls are now consistently answered within 30 seconds - a key improvement.

Ahmed added that the refreshed system and enhanced support structure allow the bank to manage customer interactions more efficiently, providing immediate assistance in cases of financial distress or fraud, rewarding both customers and employees with better service quality and workplace engagement.

Darren Rushworth, President of NICE International, commented on the benefits of the collaboration. "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," he said.

The commitment of Great Southern Bank to this technology aligns with its continuous effort to drive innovation and positive transformations within its operations. These steps, facilitated by Optus' extensive partnership with NICE, are set to provide customers with exceptional experiences, even as the financial markets and customer needs continue to evolve.