Case Study: Newcastle Greater Mutual Group achieves faster, easier customer service with Genesys Cloud CX by Genesys

Reducing agents’ cognitive workloads

Newcastle Greater Mutual Group, one of Australia’s largest customer-owned financial institutions, needed to simplify a complicated post-merger contact center environment and reduce the cognitive load on agents who relied on dense manuals and manual workflows. To improve service delivery, the company standardized its operations on the Genesys Cloud CX platform from Genesys, including Agent Copilot and auto summarization.

Genesys helped Newcastle Greater Mutual Group unify omnichannel customer service and add AI-driven guidance, fast knowledge access, suggested next-best actions, and automated call summaries. The results included a 45- to 50-second reduction in average handle time, about 30 seconds less hold time and after-call work, and nearly 50% faster agent competency, equal to savings of around two FTE.

Newcastle Greater Mutual Group

Don Tribe

Head of Customer Operations