Westpac Banking Corporation is a financial services provider in Sydney, and currently one of the “big four” banks in Australia and New Zealand. Present in New Zealand for over 150 years, Westpac NZ has more than 1.5 million customers and approximately 200 branches nationwide.
Before moving to Genesys, the Westpac 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 customer experience vision. And it was damaging contact center staff morale.
After switching to the Genesys PureCloud platform, Westpac 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.
“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