Case Study: Kiwibank eliminates 2.9 million minutes of hold time and halves platform costs with Genesys Cloud CX

Kiwibank - Customer Case Study

Kiwibank, New Zealand’s largest locally owned bank, needed to accelerate its digital banking strategy while replacing costly, hard-to-manage legacy contact centre systems and enabling remote work — a need that became urgent during COVID-19 when branches closed and contact volumes spiked. The bank sought a modern, flexible platform to improve customer experience, business continuity and staff productivity.

Working with Spark NZ, Kiwibank deployed Genesys Cloud CX for inbound/outbound voice, workforce engagement and integrations, retiring five legacy systems and enabling 100% remote working. The rollout cut platform costs by 50%, eliminated 2.9 million minutes of hold time, boosted outbound productivity by 94%, reduced telephony charges by 28% and improved scheduling, recruitment and customer responsiveness.

Kiwibank

Emma Noble-Beasley

General Manager Contact Center