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Great Southern Bank has announced the expansion of its customer service automation with the deployment of NICE's CXone Mpower platform supported by Optus.
Australia's Great Southern Bank is utilising the AI-powered CXone Mpower to transition towards a fully automated, efficient customer service model. The bank, one of the nation's largest customer-owned financial institutions, offers a variety of services including everyday accounts, loans, and insurance.
The integration of CXone Mpower has enhanced customer interactions across multiple channels such as email and live chat. Notably, this technology has helped the bank achieve a significant reduction in customer wait times and has unlocked comprehensive analytics and reporting capabilities.
Naushad Ahmed, Chief Operating Officer at Great Southern Bank, commented: "Great Southern Bank leveraged CXone Mpower platform to provide multiple channels for customers to reach the contact centre. There was an opportunity to rebuild the interactive voice response (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 per cent of customers consistently have their calls answered within 30 seconds, which is a significant reduction."
The Optus-implemented solution serves as a solid foundation for continuing digital upgrades and innovation. The bank's ongoing enhancements focus on advanced AI capabilities, particularly in customer sentiment analysis and automation to streamline operations.
Darren Rushworth, President of NICE International, added: "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."
Optus is credited for its partnership, which extends beyond technological implementations to enhance customer experiences and operational efficiency. Ben Vella, Vice President of Enterprise and Mid-Market at Optus, stated: "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."
