Case Study: Regional Australia Bank achieves scalable, digitised contact centre operations with NICE Systems (CXone)

CXone Helps Regional Australia Bank Digitise its Contact Centre Operations

Regional Australia Bank is a customer‑owned lender serving 38 towns across regional New South Wales with a 30‑agent contact centre. Faced with an outdated telephony system and fractured communications (Skype for Business and Microsoft Teams), the bank needed a secure, scalable cloud platform that integrated with Teams, supported decentralised operations, and allowed it to maintain headcount while continuing service to remote communities.

The bank implemented NICE CXone (with partner Generation‑e), deploying ACD/IVR, call recording, email, interaction analytics and an outbound dialer so supervisors can review calls, coach agents instantly, and capture sentiment insights. The move delivered improved reporting, omnichannel readiness and staffing flexibility that helped keep smaller branches open, preserve jobs, increase first‑contact resolution toward its 80% SLA goal, and provide a scalable foundation for future growth.

Regional Australia Bank

Kim Burraston

Senior Manager