Regional Australia Bank selects NICE CXone

Customer-owned Regional Australia Bank (RAB) has implemented the NICE CXone platform to help streamline contact centre operations and better support branches across NSW. The implementation delivers greater functionality, flexibility and adaptability for contact centre agents and banking staff distributed across its regional NSW branches.

Kim Burraston, Senior Manager – Branch Operations, RAB, said the organisation needed a cloud-based system.

“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.

“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. Transitioning to CXone was a critical step in Regional Australia Bank’s journey to streamline the customer and agent experiences.”

RBA maintains a branch network across 38 towns throughout regional NSW, supporting more than 80,000 customers, including families and small and medium-sized businesses. To keep pace with the rate of digital transformation and maintain compliance with changing security and privacy requirements, RAB needed to upgrade its system to a more flexible and secure solution. In addition, it needed a solution that would help decentralise contact centre operations and optimally leverage branch staff as needed to continue efficiently supporting regional towns without impacting headcount.

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

Biagio Larossa, Managing Director, Generation-e, said transitioning from on-premises to the cloud was a challenge.

“Given the type of customers that Regional Australia Bank caters to, transitioning the team from its on-premises legacy contact centre solution to the cloud was a real challenge. 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.

“NICE CXone was the ideal cloud-based solution for Regional Australia Bank based on its scalability. It provided a great user experience for staff and end customers, enabling a smooth transition to the new system as well as removing a lot of the daily administration involved with the bank’s on-premises solution. Prior to the implementation, Regional Australia Bank was also operating with both Skype for Business and Microsoft Teams in different departments. This created significant challenges for agents trying to transfer calls between 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.”

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