Teachers Mutual Bank, formerly known as the New South Wales Teachers Credit Union is one of the largest mutual banks in Australia.

Teachers Mutual Bank initially deployed the Genesys PureConnect solution in 2010 to support its growing membership base. During the past six years, the platform has become instrumental in supporting the organisation’s daily business operations.

Genesys PureConnect has enabled the bank to streamline its business processes, improve voice communication, manage evolving channels and maximise staff-customer interaction.

Benefits

  • Improved contact centre efficiencies, better customer experience

“We will continue to find new ways to put Genesys technology to work,” he said. “The value it provides means it will remain a key foundation for our entire operation.”

Gerard Smith,
Senior Manager Digital, Teachers Mutual Bank

Challenges

  • To deliver ongoing improvement to customer service levels and remove paper-based business processes