Case Study: GXS Bank achieves faster omnichannel service and near-zero abandonment with NICE Systems' CXone Supervisor

CXone Supervisor Helps GXS Bank Bring a Human Touch to Digital Interactions

GXS Bank, Singapore’s first digital‑only bank, runs a 24/7 omnichannel contact center supporting customers entirely online. With up to 80% of interactions coming from digital channels and a policy limiting agents to two simultaneous contacts, supervisors needed centralized, real‑time visibility and efficient monitoring to manage workload, coach agents, and maintain service quality—capabilities their legacy tools couldn’t provide.

GXS adopted CXone Supervisor, a cloud CCaaS solution that delivers a bird’s‑eye view of skills, agents and contacts plus real‑time monitoring, in‑app alerts, and the ability to monitor, join, coach or takeover digital interactions. The result: faster, more targeted responses, automated routine tasks, chat handle time reduced by up to 12%, first response within 60 seconds for 95% of contacts, abandonment near 0%, and improved agent and customer satisfaction—while providing a scalable platform for future growth.

GXS Bank

Jeremy Leo

Project Manager