CFOtech Australia - Technology news for CFOs & financial decision-makers
Story image
NICE CXone platform integration implemented with Regional Bank Australia
Mon, 9th May 2022
FYI, this story is more than a year old

NICE has announced the successful implementation of the NICE CXone platform with Regional Bank Australia.

The new development will help Regional Bank Australia by assisting in streamlining its contact centre operations and better supporting its branches across New South Wales. They say this will help both staff and customers achieve better working solutions.

Regional Australia Bank also engaged NICE partner Generation-e to help transition to an omnichannel solution that would help deliver greater flexibility to its regional contact centre and banking workforce.

Stemming from a recent drive to keep up with the rate of digital transformation and to further maintain compliance, Australia Bank was looking to upgrade its system to a more flexible and secure solution. In addition, they needed a solution that would help decentralise contact centre operations and efficiently leverage branch staff as necessary to continue supporting regional towns without impacting headcount.

“As part of our digital transformation, Regional Australia Bank needed a cloud-based system that could scale with the business and meet privacy and security requirements.” says Regional Bank Australia senior manager – branch operations Kim Burraston.

“After assessing several solutions on the market, Regional Australia Bank identified NICE CXone as the ideal solution as it offered much more functionality and adaptability than its alternatives. In addition, it was easy to manage and train staff which enabled better support for our organisation in its effort to decentralise contact centre operations.

The bank currently maintains a branch network across 38 towns throughout regional NSW, supporting more than 80,000 customers. Their customer base includes families and small and medium-sized businesses.

NICE international president Darren Rushworth says the new solution will greatly benefit all those involved, and the streamlined technology will help maximise efficiency.

“NICE is pleased to collaborate with Regional Australia Bank and its implementation partner, Generation-e, to successfully implement CXone across the bank's branch and contact centre operations. The solution is already helping Regional Australia Bank streamline its contact centre engagement, while providing greater support for branch and remote employees, leading to exceptional, frictionless agent and customer experiences.

Generation-e managing director Biagio Laross says there was significant work involved in helping implement the most effective solution, but ultimately it will pay off in the long term for the benefit of customers.

“Along with modernising the workplace, we had to ensure the solution was PCI compliant and followed strict security protocols, while not compromising on Regional Australia Bank's customer experience,” he says.

“Prior to the implementation, Regional Australia Bank was also operating with both Skype for Business and Microsoft Teams in different departments.

“CXone offered compatibility with Microsoft Teams, which let Regional Australia Bank streamline its interdepartmental communication and call transfers, leading to a better customer and agent experience. The new solution empowers Regional Australia Bank to achieve significant business benefits now and into the future.