Case Study: Great Southern Bank cuts attrition 44% and boosts NPS with NICE Systems' CXone Mpower

Great Southern Bank Transforms Customer Service and Reduces Operational Costs with CXone Mpower

Great Southern Bank, one of Australia’s largest customer‑owned banks serving over 414,000 customers, faced rising call volumes, long wait times and an outdated contact‑center system that lacked omnichannel and AI capabilities—putting vulnerable customers at risk and limiting operational efficiency.

By expanding its existing NICE CXone Mpower deployment with Optus, the bank upgraded IVR, omnichannel routing and AI‑powered interaction analytics and real‑time agent guidance. The changes cut average wait times to about 29 seconds (with 80% of calls answered within 30 seconds), increased NPS by 8 points, moved 2,000+ interactions to self‑service, and reduced agent attrition by 44% (to 11.5%), delivering better customer outcomes and lower operating costs.

Great Southern Bank

Annie Brett

Head of Customer Contact Centre