Great Southern Bank Reduced Customer Wait Times With NICE CXone Mpower
Great Southern Bank, in collaboration with NICE and Optus, has implemented the CXone Mpower platform to enhance customer service through AI-driven automation. The bank, one of Australia's largest customer-owned financial institutions, offers a variety of services including accounts, loans, and insurance. By adopting CXone Mpower, the bank has significantly reduced customer wait times and improved interaction across channels like email and live chat. Key benefits include over 80% of calls answered within 30 seconds and reduced manual notetaking with AutoSummary. This initiative aims to support vulnerable customers and streamline operations through advanced AI capabilities and analytics.
La Great Southern Bank, in collaborazione con NICE e Optus, ha implementato la piattaforma CXone Mpower per migliorare il servizio clienti attraverso l'automazione basata sull'intelligenza artificiale. La banca, una delle più grandi istituzioni finanziarie a proprietà dei clienti in Australia, offre una varietà di servizi tra cui conti, prestiti e assicurazioni. Aderendo a CXone Mpower, la banca ha ridotto significativamente i tempi di attesa dei clienti e migliorato le interazioni su canali come email e chat dal vivo. I principali vantaggi includono oltre l'80% delle chiamate risposte entro 30 secondi e una diminuzione nella presa di appunti manuale grazie ad AutoSummary. Questa iniziativa punta a supportare i clienti vulnerabili e a semplificare le operazioni attraverso capacità avanzate di intelligenza artificiale e analisi.
Great Southern Bank, en colaboración con NICE y Optus, ha implementado la plataforma CXone Mpower para mejorar el servicio al cliente mediante la automatización impulsada por inteligencia artificial. El banco, una de las instituciones financieras de propiedad de clientes más grandes de Australia, ofrece una variedad de servicios, incluidos cuentas, préstamos y seguros. Al adoptar CXone Mpower, el banco ha reducido significativamente los tiempos de espera de los clientes y ha mejorado la interacción a través de canales como el correo electrónico y el chat en vivo. Los principales beneficios incluyen más del 80% de las llamadas atendidas en menos de 30 segundos y la reducción de la toma de notas manual gracias a AutoSummary. Esta iniciativa tiene como objetivo apoyar a los clientes vulnerables y agilizar las operaciones a través de capacidades avanzadas de inteligencia artificial y análisis.
그레이트 서던 은행은 NICE 및 Optus와 협력하여 인공지능 기반 자동화를 통해 고객 서비스를 개선하기 위해 CXone Mpower 플랫폼을 도입했습니다. 이 은행은 호주에서 가장 큰 고객 소유 금융 기관 중 하나로, 계좌, 대출 및 보험 등 다양한 서비스를 제공합니다. CXone Mpower를 채택함으로써 은행은 고객 대기 시간을 크게 단축하고 이메일 및 실시간 채팅과 같은 채널에서의 상호작용을 개선했습니다. 주요 이점에는 30초 이내에 응답되는 전화가 80% 이상이 포함되며, AutoSummary를 통해 수동 메모 작성이 감소했습니다. 이니셔티브는 취약한 고객을 지원하고 고급 AI 기능과 분석을 통해 운영을 간소화하는 것을 목표로 합니다.
Great Southern Bank, en collaboration avec NICE et Optus, a mis en œuvre la plateforme CXone Mpower pour améliorer le service client grâce à l'automatisation pilotée par l'intelligence artificielle. La banque, l'une des plus grandes institutions financières détenues par des clients en Australie, propose une variété de services, notamment des comptes, des prêts et des assurances. En adoptant CXone Mpower, la banque a réduit considérablement les temps d'attente des clients et amélioré les interactions sur des canaux comme le courrier électronique et le chat en direct. Les principaux avantages incluent plus de 80 % des appels répondus en moins de 30 secondes et une réduction de la prise de notes manuelle grâce à AutoSummary. Cette initiative vise à soutenir les clients vulnérables et à rationaliser les opérations grâce à des capacités avancées d'intelligence artificielle et d'analyse.
Die Great Southern Bank hat in Zusammenarbeit mit NICE und Optus die CXone Mpower-Plattform implementiert, um den Kundenservice durch KI-gestützte Automatisierung zu verbessern. Die Bank, eine der größten von Kunden besessenen Finanzinstitute Australiens, bietet eine Vielzahl von Dienstleistungen, darunter Konten, Kredite und Versicherungen. Durch die Einführung von CXone Mpower hat die Bank die Wartezeiten für Kunden erheblich reduziert und die Interaktion über Kanäle wie E-Mail und Live-Chat verbessert. Zu den wichtigsten Vorteilen gehören über 80 % der Anrufe, die innerhalb von 30 Sekunden beantwortet werden, sowie eine Verringerung der manuellen Notizen mit AutoSummary. Diese Initiative zielt darauf ab, anfällige Kunden zu unterstützen und die Abläufe durch fortschrittliche KI-Fähigkeiten und Analytik zu optimieren.
- Significant reduction in customer wait times.
- Over 80% of calls answered within 30 seconds.
- Enhanced customer interactions across multiple channels.
- Reduced manual notetaking with AutoSummary.
- Improved support for vulnerable customers.
- None.
Insights
The implementation of NICE CXone Mpower at Great Southern Bank represents a significant technological advancement in banking customer service. The platform's ability to achieve 80% of calls answered within 30 seconds demonstrates remarkable efficiency improvements. The integration of AI-powered features like AutoSummary for reducing manual work and enhanced customer sentiment analysis shows a comprehensive approach to automation.
The platform's multi-channel capabilities, including email and live chat integration, combined with intelligent IVR routing for vulnerable customers, creates a robust customer service infrastructure. The scalability and AI capabilities position the bank well for future digital transformation initiatives. The real value lies in the platform's ability to design and automate workflows at scale while maintaining service quality.
Great Southern Bank, with NICE and implementation partner Optus, is driving next-gen customer service automation
With CXone Mpower, Great Southern Bank has enhanced customer interactions across multiple channels, including email and live chat, while unlocking powerful analytics and reporting capabilities. These innovations have driven good customer outcomes, such as a significant reduction in customer wait times. With the introduction of CXone Mpower AutoSummary, Great Southern Bank will reduce manual notetaking during after-call work. By implementing the full CXone Mpower suite, Great Southern Bank is able to design, build, and automate workflows, agents, and knowledge at unprecedented scale and precision.
Naushad Ahmed, Chief Operating Officer, Great Southern Bank, said, “Great Southern Bank leveraged CXone Mpower platform to provide multiple channels for customers to reach the contact center. There was an opportunity to rebuild the IVR with CXone Mpower to ensure that the most vulnerable customers—including people that are under stress about losing their homes or savings—reach the specialists they need to speak with immediately or within seconds to prevent potential loss. With CXone, Great Southern Bank knows that over 80 percent of customers consistently have their calls answered within 30 seconds, which is a significant reduction.”
The Optus implementation of CXone Mpower has established a stronger foundation for the bank’s continued innovation. As part of its ongoing digital customer experience upgrades, Great Southern Bank is rolling out advanced artificial intelligence (AI) capabilities, focusing on enhancing customer sentiment analysis and leveraging automation to streamline operations.
The Optus-supported expansion of CXone Mpower and the strength of the strategic partnership have delivered a strong foundation from which the bank can evolve its customer service operations through continuous improvement and innovation.
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 organization 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.”
Ben Vella, VP of Enterprise and Mid-Market at Optus, said, “Our partnership with Great Southern Bank and NICE 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.”
About Great Southern Bank
Great Southern Bank is one of Australia’s largest customer-owned banks, supports customers nationwide. Through a series of mergers with like-minded credit unions and community groups, the company created the powerful force that is Great Southern Bank today. This growth and success lets GSB reinvest in business, deepen relationships with customers, champion great causes, and build stronger communities. For more information visit https://www.greatsouthernbank.com.au/
About Optus
For more than 30 years Optus has helped organizations of all sizes to transform their customer and employee experiences. Trusted by
About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com
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Forward-Looking Statements
This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by Mr. Rushworth are based on the current beliefs, expectations and assumptions of the management of NICE Ltd. (the “Company”). In some cases, such forward-looking statements can be identified by terms such as “believe,” “expect,” “seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,” “plan,” “estimate,” or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of changes in economic and business conditions; competition; successful execution of the Company’s growth strategy; success and growth of the Company’s cloud Software-as-a-Service business; changes in technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties in making additional acquisitions or difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; an inability to maintain certain marketing and distribution arrangements; the Company’s dependency on third-party cloud computing platform providers, hosting facilities and service partners; cyber security attacks or other security breaches against the Company; privacy concerns; changes in currency exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political conditions, such as the impact of conflicts in the
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Source: NICE
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