Case Study: Westpac New Zealand achieves personalized customer experience and rapid innovation with Genesys PureCloud

Westpac New Zealand Building an elite service organization with the Genesys PureCloud platform

Westpac New Zealand, one of the country’s big-four banks, faced fragmented, end-of-life contact center technology that hindered customer experience, innovation and frontline empowerment. Determined to personalize service, reduce friction and gain an early-mover advantage, the bank looked to a cloud contact center to replace slow, vendor‑dependent systems.

Westpac implemented the Genesys PureCloud platform across 500 users to unify voice, chat, email and workforce/quality management and to leverage rapid, cloud-driven releases. The move improved routing so customers reach the right advisor, cut wait times and transfers, helped agents recognize and anticipate customer needs, and lifted survey ratings and Net Promoter Score while accelerating ongoing innovation.

Westpac

Jason Lock

Head of Contact Centers