Great Southern Bank, with NICE and
implementation partner Optus, is driving next-gen customer service
automation
NICE (Nasdaq: NICE) today announced that Australia’s
Great Southern Bank has further expanded with CXone Mpower, the
industry’s ultimate AI hyper platform, to achieve complete
end-to-end automation and set a new standard for customer service
efficiency in banking. One of Australia’s largest customer-owned
banks, Great Southern Bank provides a wide range of financial
services, including everyday accounts, credit cards, home loans,
personal loans, and insurance. Guided by its mission to put
customers first, the bank is using CXone Mpower to transition from
traditional inbound service models to proactive, AI-powered
customer engagement.
With CXone Mpower, Great Southern Bank has enhanced customer
interactions across multiple channels, including email and live
chat, while unlocking powerful analytics and reporting
capabilities. These innovations have driven good customer outcomes,
such as a significant reduction in customer wait times. With the
introduction of CXone Mpower AutoSummary, Great Southern Bank will
reduce manual notetaking during after-call work. By implementing
the full CXone Mpower suite, Great Southern Bank is able to design,
build, and automate workflows, agents, and knowledge at
unprecedented scale and precision.
Naushad Ahmed, Chief Operating Officer, Great Southern Bank,
said, “Great Southern Bank leveraged CXone Mpower platform to
provide multiple channels for customers to reach the contact
center. There was an opportunity to rebuild the IVR with CXone
Mpower to ensure that the most vulnerable customers—including
people that are under stress about losing their homes or
savings—reach the specialists they need to speak with immediately
or within seconds to prevent potential loss. With CXone, Great
Southern Bank knows that over 80 percent of customers consistently
have their calls answered within 30 seconds, which is a significant
reduction.”
The Optus implementation of CXone Mpower has established a
stronger foundation for the bank’s continued innovation. As part of
its ongoing digital customer experience upgrades, Great Southern
Bank is rolling out advanced artificial intelligence (AI)
capabilities, focusing on enhancing customer sentiment analysis and
leveraging automation to streamline operations.
The Optus-supported expansion of CXone Mpower and the strength
of the strategic partnership have delivered a strong foundation
from which the bank can evolve its customer service operations
through continuous improvement and innovation.
Darren Rushworth, President, NICE International, said,
“CXone Mpower enables Great Southern Bank to deliver greater
efficiencies and support to vulnerable customers in times of
crisis, ensuring their calls are answered within seconds. As the
organization continues to evolve, NICE’s next-gen technology will
give Great Southern Bank the scalability, flexibility, and AI
capabilities it needs to align with changing customer preferences
and access to banking services in a manner that suits them
best.”
Ben Vella, VP of Enterprise and Mid-Market at Optus,
said, “Our partnership with Great Southern Bank and NICE is about
more than just technology, it’s about delivering a meaningful
experience for both customers and employees. By implementing NICE
CXone, we’ve been able to dramatically reduce wait times,
streamline interactions, and provide Great Southern Bank customers
with the immediate support they deserve.”
About Great Southern Bank Great Southern Bank is one of
Australia’s largest customer-owned banks, supports customers
nationwide. Through a series of mergers with like-minded credit
unions and community groups, the company created the powerful force
that is Great Southern Bank today. This growth and success lets GSB
reinvest in business, deepen relationships with customers, champion
great causes, and build stronger communities. For more information
visit https://www.greatsouthernbank.com.au/
About Optus For more than 30 years Optus has helped
organizations of all sizes to transform their customer and employee
experiences. Trusted by Australia's largest enterprises and
government departments, Optus helps businesses improve employee
retention and engagement, boost customer satisfaction and drive
operational efficiency. With Optus as your partner, you can expect
technology solutions curated to meet your business challenges,
backed by unique mobile-led capabilities, a secure managed network
and a best-in-class partner ecosystem. It starts with yes. Find out
more at optus.com.au/enterprise
About NICE With NICE (Nasdaq: NICE), it’s never been
easier for organizations of all sizes around the globe to create
extraordinary customer experiences while meeting key business
metrics. Featuring the world’s #1 cloud native customer experience
platform, CXone, NICE is a worldwide leader in AI-powered
self-service and agent-assisted CX software for the contact center
– and beyond. Over 25,000 organizations in more than 150 countries,
including over 85 of the Fortune 100 companies, partner with NICE
to transform - and elevate - every customer interaction.
www.nice.com
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking Statements This press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Rushworth are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the “Company”). In some cases, such forward-looking
statements can be identified by terms such as “believe,” “expect,”
“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“plan,” “estimate,” or similar words. Forward-looking statements
are subject to a number of risks and uncertainties that could cause
the actual results or performance of the Company to differ
materially from those described herein, including but not limited
to the impact of changes in economic and business conditions;
competition; successful execution of the Company’s growth strategy;
success and growth of the Company’s cloud Software-as-a-Service
business; changes in technology and market requirements; decline in
demand for the Company's products; inability to timely develop and
introduce new technologies, products and applications; difficulties
in making additional acquisitions or difficulties or delays in
absorbing and integrating acquired operations, products,
technologies and personnel; loss of market share; an inability to
maintain certain marketing and distribution arrangements; the
Company’s dependency on third-party cloud computing platform
providers, hosting facilities and service partners; cyber security
attacks or other security breaches against the Company; privacy
concerns; changes in currency exchange rates and interest rates,
the effects of additional tax liabilities resulting from our global
operations, the effect of unexpected events or geo-political
conditions, such as the impact of conflicts in the Middle East that
may disrupt our business and the global economy; the effect of
newly enacted or modified laws, regulation or standards on the
Company and our products and various other factors and
uncertainties discussed in our filings with the U.S. Securities and
Exchange Commission (the “SEC”). For a more detailed description of
the risk factors and uncertainties affecting the company, refer to
the Company's reports filed from time to time with the SEC,
including the Company’s Annual Report on Form 20-F. The
forward-looking statements contained in this press release are made
as of the date of this press release, and the Company undertakes no
obligation to update or revise them, except as required by law.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20241203493348/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, media@nice.com, ET Investors Marty Cohen, +1 551
256 5354, ir@nice.com, ET Omri Arens, +972 3 763 0127, ir@nice.com,
CET
NICE (NASDAQ:NICE)
Gráfico Histórico do Ativo
De Dez 2024 até Jan 2025
NICE (NASDAQ:NICE)
Gráfico Histórico do Ativo
De Jan 2024 até Jan 2025
