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

The new development will help Regional Bank Australia by helping it streamline its contact center operations and better support its branches across New South Wales. They say it will help both staff and customers find better working solutions.

Regional Australia Bank has also engaged NICE partner Generation-e to facilitate the transition to an omnichannel solution that would provide greater flexibility to its regional contact center and banking staff.

Following a recent drive to keep pace with digital transformation and maintain compliance, Australia Bank was looking to upgrade its system to a more flexible and secure solution. Additionally, they needed a solution that would help decentralize contact center operations and effectively leverage branch staff as needed to continue supporting regional cities 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 Kim Burraston, senior branch operations manager of the Regional Bank of Australia.

“After evaluating several solutions on the market, Regional Australia Bank identified NICE CXone as the ideal solution as it offered significantly more functionality and adaptability than its alternatives. Additionally, it was easy to manage and train staff, which better supported our organization in its efforts to decentralize contact center operations. »

The bank currently maintains a network of branches in 38 towns in the NSW region, supporting over 80,000 customers. Their clientele includes families and small and medium-sized businesses.

NICE International President Darren Rushworth said the new solution will greatly benefit everyone involved and the streamlined technology will help maximize efficiency.

“NICE is delighted to be working with Regional Australia Bank and its implementation partner, Generation-e, to successfully implement CXone into the bank’s branch and contact center operations. The solution is already helping Regional Australia Bank streamline its contact center engagement, while providing better support to branch and remote employees, resulting in exceptional and seamless agent and customer experiences.

Generation-e chief executive Biagio Laross said there was a lot of work to help implement the most effective solution, but ultimately it will pay off in the long run for the benefit. client.

“Along with modernizing the workplace, we needed to ensure that the solution was PCI compliant and followed strict security protocols, without compromising the customer experience at Regional Australia Bank,” he explains.

“Prior to implementation, Regional Australia Bank also operated with Skype for Business and Microsoft Teams across various departments.

“CXone offered compatibility with Microsoft Teams, which allowed Regional Australia Bank to streamline its inter-departmental communication and call transfers, resulting in an improved customer and agent experience. The new solution enables Regional Australia Bank to achieve significant business benefits now and in the future.