Case Study: QBANK achieves exceptional member service with RingCentral

Implementation of RingCentral enhancing Australian mutual bank’s mission to deliver exceptional personal service and financial wellbeing for members

QBANK, a member-owned Australian financial services provider serving Queensland Police and Emergency Services, needed a more reliable way to run its call centre and manage call recording, reporting, and quality assurance. Its earlier telephony and contact centre setups made it hard to access recordings quickly, support staff working remotely, and generate useful data for coaching or compliance, especially under APRA requirements to keep data onshore. QBANK evaluated alternatives and selected RingCentral’s RingEX and Contact Centre solution.

RingCentral implemented a cloud-based unified communications and contact centre platform that met QBANK’s Australian data retention needs and supported mission-critical availability. The new setup delivered 99.999% uptime, was virtually cost neutral versus the old system, and gave QBANK richer reporting, greater customization, and the ability to manage the system in-house, improving responsiveness for QA, coaching, and service issue resolution.

QBANK

Jayde Cox

Manager – Distribution