Generation-e reorganizes the contact center of the Regional Australia Bank with Nice

Biagio La Rosa (Generation-e)

Credit: provided

Unified communications and cloud service provider Generation-e has revamped contact operations for Regional Australia Bank using a solution from software provider Nice.

Generation-e was leveraged to take the bank’s on-premises contact center to the cloud and deployed Nice’s cloud-based CXone platform to support its branches across NSW.

Regional Australia Bank has a network of branches in 38 towns in the NSW region and 80,000 customers.

According to Nice, the bank needed a solution that would help decentralize contact center operations and leverage branch staff to support regional cities without affecting headcount.

It also sought to keep pace with the Australia-wide digital transformation trend and maintain compliance with changing security and privacy requirements. As a result, he turned to Generation-e to provide a “more flexible and secure solution”.

Additionally, Regional Australia Bank was also working with Skype for Business and Microsoft Teams in different departments, which created difficulties for agents trying to transfer calls between departments.

According to Generation-e managing director, Biagio La Rosa, CXone offered compatibility with Microsoft Teams, allowing Regional Australia Bank to streamline its interdepartmental communication and call transfers.

Additionally, La Rosa said the bank’s team’s transition from its old on-premises contact center solution to the cloud was “a real challenge.”

“Along with modernizing the workplace, we needed to ensure that the solution was PCI compliant and followed strict security protocols, without compromising Regional Australia Bank’s customer experience. Nice CXone was the ideal cloud solution for Regional Australia Bank due to its scalability,” he explained.

“It provided an excellent user experience for staff and end customers, enabling a smooth transition to the new system and removing much of the day-to-day administration associated with the bank’s on-premises solution. The new solution enables Regional Australia Bank to achieve significant business benefits now and in the future.

Kim Burraston, senior director of branch operations at Regional Australia Bank, said the transition to CXone “was a critical step” in the bank’s efforts to streamline customer and agent experiences.

“As part of our digital transformation, Regional Australia Bank needed a cloud-based system that could scale with the business and meet privacy and security requirements,” he said.

“After evaluating several solutions on the market, Regional Australia Bank identified NICE CXone as the ideal solution as it offered significantly more functionality and adaptability than its alternatives. Additionally, it was easy to manage and train staff, which better supported our organization in its efforts to decentralize contact center operations. »

Earlier this year, Generation-e transitioned Wodonga TAFE’s contact center to an upgraded platform also using CXone.



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Tags Génération-eRegional Australia BankNice