Case Study: Beyond Bank achieves 92% CSAT and 30-second shorter calls with Genesys Cloud (Genesys)

Delivering superior customer experience through continuous innovation

Beyond Bank, one of Australia’s largest customer‑owned banks with about 240,000 customers, needed to modernise a dated on‑premises contact centre to support evolving customer expectations, business continuity and employee wellbeing. The legacy platform was hard to update, offered limited remote‑work flexibility and produced inefficient workforce planning.

Working with partner QPC, Beyond Bank moved to Genesys Cloud (routing, self‑service, workforce engagement management, inbound and analytics), delivering a swift, intuitive migration that halved training time and enabled secure work‑from‑home. The cloud solution cut average call times by 30 seconds overnight, lifted CSAT from 89% to 92%, improved forecasting and scheduling, increased agent efficiency, and provided real‑time reporting for better resource matching.

Beyond Bank

Brent Alexander

National Manager, Customer Relationship Center