Case Study: Great Southern Bank achieves faster, more efficient customer service 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, needed to modernize its contact center to reduce long wait times, improve omnichannel service, and better support customers facing urgent issues like fraud or financial hardship. Working with NICE Systems and its CXone Mpower platform, the bank also aimed to improve operational efficiency and deliver a more flexible, cloud-based customer service experience.

NICE Systems helped Great Southern Bank enhance its IVR, routing, and AI capabilities with tools like Interaction Analytics, omnichannel routing, and real-time guidance. The results included a 44% decrease in attrition, an 8-point increase in Net Promoter Score, wait times cut to about 29 seconds, and over 2,000 more interactions handled through self-service, reducing costs and improving customer and agent experience.

Great Southern Bank

Annie Brett

Head of Customer Contact Centre