Great Southern Bank Reduces Wait Times With NICE CXone

Great Southern Bank, one of Australia’s largest customer-owned financial institutions, has expanded its use of NICE’s CXone Mpower platform through advanced AI and automation.

The platform enables the bank to shift from traditional inbound service models to a proactive, multi-channel approach, improving customer experiences across email, live chat, and other platforms.

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 centre.

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.”

With the addition of CXone Mpower AutoSummary, the bank aims to streamline post-call processes by automating manual note-taking.

The broader implementation of the CXone Mpower suite supports the design, automation, and scaling of workflows, enhancing operational precision.

This initiative is part of the bank’s broader digital transformation, incorporating advanced AI capabilities such as sentiment analysis and automation to optimize efficiency.

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.”

For more information about NICE - visit the NICE Website

About NICE

NICE is a leading global enterprise software provider that enables organizations to improve customer experience and business results, ensure compliance and fight financial crime. Their mission is to help customers build and strengthen their reputation by uncovering customer insight, predicting human intent and taking the right action to improve their business.

Find out more about NICE

Author: Hannah Swankie
Reviewed by: Megan Jones