Opportunity to drive customer-centric innovation
The largest New Zealand owned bank, Kiwibank, is passionate about delivering customer-centric services. It strives to give Kiwi the freedom to engage on their terms with a consistent experience across all channels.
“The average customer visits a branch once or twice a year and uses online, mobile or phone banking at least five times a week,” said Emma Noble-Beasley, General Manager Contact Center at Kiwibank. “So, we’ve been moving towards digital banking for some time. COVID-19 accelerated that trend.”
The first digital transformation phase involved replacing legacy contact center systems, which had needed major investment just to stand still. “Modernizing or adding features such as callbacks was challenging for a number of reasons,” added Noble-Beasley.
Instant hit with users
When the COVID-19 pandemic hit, all Kiwibank branches were closed as the country was thrown into lockdown. Facing rising traffic spikes, the bank’s contact center management came under growing pressure to protect its staff and reassure concerned customers. Rather than derail its plans for digital transformation, Kiwibank shifted gears. It worked with Spark NZ, a contact center partner, to accelerate the change and deploy a trial of Genesys Cloud.
“Our customer experience teams have found information at their fingertips and a clean desktop is much better than the legacy situation,” said Noble-Beasley. “They became very strong advocates for the ongoing rollout. So, with tremendous support from Spark NZ we went live in five weeks.”
Retiring five voice systems, the project saw the migration of 550 Cisco Finesse users along with 50 toll-free numbers and over 90 call flows that had to be built and tested.
Easy to deploy and configure
Kiwibank has leveraged vital Genesys capabilities, such as inbound and outbound voice-based services, which provide skills-based routing, callbacks, voicemail and campaign management. Other key features include consistent pre-recorded disclosures and Google Cloud Text-to-Speech for instant customer in-queue messaging — enabling changes to be made in less than five minutes compared to three hours before.