{"id":50770,"date":"2024-12-05T22:17:58","date_gmt":"2024-12-05T22:17:58","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=50770"},"modified":"2024-12-06T17:09:58","modified_gmt":"2024-12-06T17:09:58","slug":"great-southern-bank-enhances-customer-experience-with-optus-and-nices-advanced-contact-centres","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/great-southern-bank-enhances-customer-experience-with-optus-and-nices-advanced-contact-centres\/","title":{"rendered":"Great Southern Bank Enhances Customer Experience with Advanced Contact Centres"},"content":{"rendered":"<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-50775\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/12\/fp-54044404985084.jpg\" alt=\"Contact center agents\" width=\"598\" height=\"399\" srcset=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/12\/fp-54044404985084.jpg 598w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/12\/fp-54044404985084-300x200.jpg 300w\" sizes=\"(max-width: 598px) 100vw, 598px\" \/>\n<p><strong>The implementation of the cloud-based NICECXone system at Great Southern Bank, Australia has enabled contact center agents to effectively resolve customer inquiries, leading to higher customer satisfaction and streamlined operations.<\/strong><\/p>\n<p>Optus, in collaboration with NICE, is rolling out a contact center of the future experience across more bank locations after successful implementation in two national hubs.<\/p>\n<p>The transition from an on-premise Interactive Voice Response (IVR) solution to NICE CXone has addressed issues such as poor customer experience, long wait times, and fragmented service channels at Great Southern Bank.<\/p>\n<p><b><img decoding=\"async\" loading=\"lazy\" class=\"size-full wp-image-50782 alignleft\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/12\/danny-price1.jpg\" alt=\"Danny Price, Vice President, Optus Enterprise\" width=\"210\" height=\"194\" \/>Danny Price, VP of Delivery at Optus<\/b>, said, \u201cOur partnership with Great Southern Bank is about more than just technology, it\u2019s about delivering a meaningful experience for both customers and employees. By implementing NICE CXone, we\u2019ve been able to dramatically reduce wait times, streamline interactions, and provide Great Southern Bank customers with the immediate support they deserve.<\/p>\n<p>With a refreshed IVR system and comprehensive support, Great Southern Bank can now more efficiently manage customer interactions and provide immediate assistance in times of financial distress or potential fraud. Customers further benefitted from significantly reduced wait times and enhanced service quality, while employees enjoyed a more engaging and fulfilling work environment.<\/p>\n<p><b><img decoding=\"async\" loading=\"lazy\" class=\"size-full wp-image-50788 alignright\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/12\/naushad-ahmed.jpg\" alt=\"Naushad Ahmed, Chief Operating Officer, Great Southern Bank\" width=\"210\" height=\"194\" \/>Naushad Ahmed, Chief Operating Officer, Great Southern Bank,\u00a0<\/b>said, \u201cGreat Southern Bank leveraged the\u00a0telephony platform to provide multiple channels for customers to reach the contact centre.\u00a0\u00a0There 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.<\/p>\n<p>\u201cWith 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.\u201d<\/p>\n<p><b><img decoding=\"async\" loading=\"lazy\" class=\"size-full wp-image-50784 alignleft\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/12\/darren-rushworth.jpg\" alt=\"Darren Rushworth, President NICE International\" width=\"210\" height=\"203\" \/>Darren Rushworth, President, NICE International,<\/b>\u00a0said, \u201cCXone 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 organization continues to evolve, NICE\u2019s 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.\u201d<\/p>\n<p>Great Southern Bank&#8217;s trust in Optus demonstrates its commitment to innovation in driving positive change. Optus\u2019 deep partnership with NICE allowed for an exceptional solution at a great value during a time where the financial landscape continues to evolve. Through Optus, Great Southern Bank remains steadfast in its commitment to delivering exceptional customer experiences and fostering a culture of excellence.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The implementation of the cloud-based NICECXone system at Great Southern Bank, Australia has enabled contact center agents to effectively resolve customer inquiries, leading to higher customer satisfaction..<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/50770"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/108"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=50770"}],"version-history":[{"count":16,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/50770\/revisions"}],"predecessor-version":[{"id":50872,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/50770\/revisions\/50872"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=50770"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=50770"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=50770"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}