- Great Southern Bank has reduced customer wait times to just 30 seconds for 80% of calls, demonstrating a significant improvement in operational efficiency, response and service quality.
- The cloud based NICECXone system has empowered Great Southern Banks contact centre agents to resolve customer inquiries more effectively, contributing to higher customer satisfaction and streamlined operations.
- Optus and NICEs partnership with Great Southern Bank showcase a commitment to leveraging advanced technology for real-world impact, supporting customers during times of financial distress and enhancing overall service reliability.
Following its successful implementation in two of Great Southern Banks national hubs, Optus, one of Australias leading telecommunication providers and Australias largest contact centre service provider is rolling out the contact centre of the future experience across further bank locations. To fulfil this project Optus, selected NICE, a global leader in AI-powered self-service and agent-assisted customer experience (CX) software for contact centres to overhaul the banks contact centre operations and deliver a more positive customer and employee experience.
When Great Southern Bank engaged Optus, they had been utilising an on-premiss Interactive Voice Response (IVR) solution. This led to an often-poor customer experience regarding wait times, resolution rates, fragmented customer service channels and a lack of scalability.
Danny Price, VP of Delivery at Optus, said, Our partnership with Great Southern Bank is about more than just technology, its about delivering a meaningful experience for both customers and employees. By implementing NICE CXone, weve 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 Banks performance, customer experience and strengthens operational efficiency through an excellent employee experience.
