NICE has announced that Australia’s Great Southern Bank is advancing its customer service capabilities with CXone Mpower. Great Southern Bank provides various financial products, including credit cards, home loans, and insurance. Focused on delivering customer-first solutions, the bank is moving away from traditional reactive service models to embrace AI-powered, proactive customer engagement.
“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,” said Darren Rushworth, president, NICE International.
Adopting CXone Mpower allows the bank to optimize customer interactions across various channels, such as email and live chat, while harnessing robust analytics and reporting tools. These advancements have improved customer experiences, including a notable decrease in wait times.
The integration of CXone Mpower AutoSummary streamlines processes by automating after-call work, minimizing the need for manual notetaking, and enabling agents to focus on customer engagement.
With the full CXone Mpower suite, Great Southern Bank can now automate workflows, manage agents, and enhance knowledge management at an unprecedented scale. These tools provide the precision needed to handle complex customer interactions while setting a new standard for banking efficiency.
By implementing CXone Mpower, Great Southern Bank is transforming its service delivery, ensuring smoother operations and more personalized customer experiences.