Great Southern Bank Picks Optus and NICE to Transform Customer Experience

Following its successful implementation in two of Great Southern Bank’s national hubs, Optus, one of Australia’s leading telecommunication providers and Australia’s 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 bank’s 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, 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.

“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.”

Great Southern Bank engaged Optus to deploy the NICE CXone solution, a leading cloud-native contact centre tool that seamlessly aligns with Great Southern Bank’s needs and values as a customer-led institution. Following the successful transition to a cloud-based, omnichannel contact centre system, contact centre agents were empowered to address customer needs more swiftly and efficiently, leading to dramatic improvements in customer satisfaction and service efficiency.

Naushad Ahmed, Chief Operating Officer, Great Southern Bank, said, “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.

“With 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.”

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.

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.”

Great Southern Bank's trust in Optus demonstrates its commitment to innovation in driving positive change. Optus’ 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.