Case Study: Westpac New Zealand boosts customer experience and call flow with Genesys Cloud

Westpac New Zealand rolls 39 contact center silos into one with Genesys

Westpac New Zealand, a major retail bank, faced challenges with its outdated, multi-vendor contact center technology that had reached end-of-life. This legacy system required excessive time and money to maintain, preventing the bank from enhancing its customer experience and personalizing its service. To gain a competitive advantage, Westpac NZ sought to implement a modern cloud contact center platform and chose the Genesys Cloud solution from vendor Genesys.

The solution from Genesys consolidated 39 siloed operations into a single virtual contact center. This provided agents with customer insights to personalize service and intelligently route calls to the best available agent, reducing wait times and transfers. The results included a 100% increase in call flow, improved Net Promoter Score (NPS) and customer survey ratings, significant IT cost savings, and the ability to quickly turn on new capabilities.

Westpac New Zealand