Westpac New Zealand

Building an elite service organization
with the Genesys Cloud CX platform

Westpac New Zealand has been helping New Zealanders find the right financial solutions to suit their lives since 1861. With more than 200 branches, nearly 500 ATMs, and more than 1.5 million customers, they are one of the nation’s largest banks.

Before moving to Genesys, the Westpac NZ contact center was a legacy on-premises platform that was prone to outages and very expensive to maintain. The contact center had limited functionality—with no callback, recording or ability to customize. Tied to legacy technology and unable to take advantage of innovations, ongoing technology failures were directly hindering the Westpac NZ customer experience vision. And it was damaging contact center staff morale.

After switching to the Genesys Cloud CX™ platform, Westpac NZ  has improved customer experience and net promoter scores, increased call flow by 100% and moved away from 39 siloed contact centers—broken down by region—to a single virtual contact center.

Benefits

  • Improved customer experience and NPS
  • Increased call flow by 100%
  • Moved from 39 siloed contact centers to a single virtual contact center
  • Reduced infrastructure costs
  • Reduced call transfers
  • Fast deployment of contact center solution

Challenges

  • Eliminate aging, outdated and costly contact center software
  • Improve overall experience internally and externally

We wanted to zig while the world was zagging, and the truth is not many banks are using true cloud hosted telephony platforms.

Jason Lock, Head of Contact Centers, Westpac NZ

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