Australian financial institution Greater Bank has moved its contact centre services to Genesys PureCloud in an effort to become a "bank of tomorrow".
The Hamilton-headquartered bank bought the Genesys solution from the vendor's channel partner Telstra as part of a digital transformation bid.
Greater Bank then turned to Australian unified communications (UC) specialist CVT Global to implement the PureCloud platform, which took roughly six weeks.
Based in both Sydney and Melbourne, CVT offers software development, distribution and professional services and is a Microsoft partner for application development.
Launched in 2015, the PureCloud platform links customer interaction across voice, email, web chat, social media and SMS and was tapped to replace Greater Bank's "ageing" legacy system.
“We chose PureCloud because it allows us the flexibility to scale up as needed, tap into other features at no additional cost and gives our employees the capability to better facilitate our customers across time zones,” Greater Bank’s head of contact centre Natalie Lane said.
Greater Bank employs more than 70 customer agents at its Newcastle hub, who handle roughly 250,000 inbound calls annually.
However, in order to boost its customer handling capabilities, the bank undertook a pilot project with Genesys PureCloud. This spurred a “moment of truth” for Lane and led to the platform's full implementation.
“In what could have been a period of disruption for both our employees and customers, we maintained our exceedingly high 9 out of 10 customer satisfaction rating when we tested PureCloud. This was the proof we needed,” she said.
The full deployment of PureCloud included setting up call queues, building interactive voice responses (IVR) and training staff.
The bank is now expecting to undergo further integrations with PureCloud, ranging from adding new digital features and functionality.
“Our business model revolves around our customer, and we consider PureCloud a key differentiator for our continued success,” Lane added.