Beyond Bank is one of the largest customer-owned banks in Australia, serving over 240,000 customers in the country. Beyond Bank is guided by the belief that employees are key to delivering superior customer experience. It prioritises the need for agile contact centre operations to adequately serve evolving customer and employee expectations while ensuring business continuity in today’s volatile global environment.
Modernising the contact centre platform
To deliver best-in-class customer experience, Beyond Bank set out to modernise its legacy on-premises contact centre platform. The previous platform was difficult to update and customise at the speed of innovation that customers demanded. Beyond Bank sought to empower employees with an agile platform to satisfy customers’ expectations for seamless multichannel support.
Rather than investing heavily to upgrade its legacy system, Beyond Bank chose the all-in-one Genesys Cloud CX solution to enhance customer service delivery. “Genesys aligns closely with our belief that viewing everything through the customer lens is key to delivering differentiated experiences. Today, that requires continual innovation, which is exactly what Genesys Cloud CX helps us achieve through its robust capabilities and continuous release of new features and enhancements,” said Brent Alexander, National Manager, Customer Relationship Centre at Beyond Bank Australia.
“Having had very little innovation in the contact centre platform over the past 10 years, new updates released every single week in Genesys Cloud CX is one of the key features for us. In a world where resources are limited and stretched, the fact that it’s all automated through the Genesys platform is great,” added Alexander.
“The final thing that got us over the line to choose Genesys was the relationship formed through the tender process. Genesys really invested in our success. It’s not just set it and forget it.”
Enhancing the employee experience
Moving to Genesys Cloud CX proved to be swift and smooth for Beyond Bank. While there was a natural apprehension to change among employees at first — given their varying technology competence levels — the single intuitive interface of the Genesys solution made it easy for staff to transition to the platform. This reduced the planned training period in half. Offering seamless integration with its CRM system, the robust cloud platform gives agents the information they need on a unified system for end-to-end visibility of the customer journey.
For a shift that would typically take six months to realise similar benefits, Beyond Bank recorded a 30-second reduction in call times overnight with the cloud-enabled solution.
Before migrating to the Genesys Cloud CX solution, Beyond Bank struggled to optimise workforce productivity and staff scheduling to align with call volume and customer demands. The Genesys Cloud CX Workforce Engagement Management tool equips Beyond Bank agents with a complete suite of capabilities for more accurate call forecasting, staff scheduling and actionable analytics to optimise workforce performance.
Providing employees with the flexibility to work-from-home without compromising security and compliance regulations has been a long-term vision of Beyond Bank. When the COVID-19 crisis hit, it had to execute on this vision two years earlier than planned.