Regional Australia Bank achieves functionality
and flexibility for its distributed workforce with NICE’s
market-leading CXone cloud platform, driving frictionless agent and
customer experiences
NICE (Nasdaq: NICE) today announced that Regional
Australia Bank, one of Australia’s premier banking alternatives to
the ‘Big Four’ banks, has successfully implemented the NICE CXone
platform to help streamline its contact center operations and
better support its branches across New South Wales (NSW). The
implementation delivers greater functionality, flexibility, and
adaptability for contact center agents and banking staff
distributed across its regional NSW branches.
Kim Burraston, Senior Manager – Branch Operations, Regional
Australia Bank, said, “As part of our digital transformation,
Regional Australia Bank needed a cloud-based system that could
scale with the business and meet privacy and security requirements.
After assessing several solutions on the market, Regional Australia
Bank identified NICE CXone as the ideal solution as it offered much
more functionality and adaptability than its alternatives. In
addition, it was easy to manage and train staff which enabled
better support for our organization in its effort to decentralize
contact center operations. Transitioning to CXone was a critical
step in Regional Australia Bank’s journey to streamline the
customer and agent experiences.”
Regional Australia Bank maintains a branch network across 38
towns throughout regional NSW, supporting more than 80,000
customers, including families and small and medium-sized
businesses. Regional Australia Bank is heavily committed to the
communities in which it operates. Its Community Partnership Program
lets members support their local community simply by transacting
with a selected savings account and nominating their choice of
organizations from a list of 1,600 registered groups and causes. In
2022, this program has reached a new milestone of more than AU$2
million in donations.
To keep pace with the rate of digital transformation and
maintain compliance with changing security and privacy
requirements, Regional Australia Bank needed to upgrade its system
to a more flexible and secure solution. In addition, it needed a
solution that would help decentralize contact center operations and
optimally leverage branch staff as needed to continue efficiently
supporting regional towns without impacting headcount.
Darren Rushworth, International President, NICE, said,
“NICE is pleased to collaborate with Regional Australia Bank and
its implementation partner, Generation-e, to successfully implement
CXone across the bank’s branch and contact center operations. The
solution is already helping Regional Australia Bank streamline its
contact center engagement while providing greater support for
branch and remote employees, leading to exceptional, frictionless
agent and customer experiences.”
Regional Australia Bank engaged NICE partner Generation-e to
help transition to an omnichannel solution that helps deliver
greater flexibility to its regional contact center and banking
workforce.
Biagio Larossa, Managing Director, Generation-e, said,
“Given the type of customers that Regional Australia Bank caters
to, transitioning the team from their on-premise legacy contact
center solution to the cloud was a real challenge. Along with
modernizing their workplace, we had to ensure the solution was PCI
compliant and followed strict security protocols for the customer,
while not compromising on Regional Australia Bank’s customer
experience. NICE CXone was the ideal cloud-based solution for
Regional Australia Bank based on its scalability. It provided a
great user experience for staff and end customer, enabling a smooth
transition to the new system as well as removing a lot of the daily
administration involved with the bank’s on-prem solution. Prior to
the implementation, Regional Australia Bank was also operating with
both Skype for Business and Microsoft Teams in different
departments. This created significant challenges for agents trying
to transfer calls between departments. CXone offered compatibility
with Microsoft Teams, which let Regional Australia Bank streamline
its interdepartmental communication and call transfers, leading to
a better customer and agent experience. The new solution empowers
Regional Australia Bank to achieve significant business benefits
now and into the future.”
About Regional Australia Bank Regional Australia Bank is
a customer owned bank that has been helping regional Australians
achieve their lifestyle goals for almost 50 years. It has a
reputation for being flexible, personable, and being able to make
the complex simple. With roots in regional NSW and head office
located in Armidale, Regional Australia Bank has grown to be one of
the premier banking alternatives to the ‘Big Four’ banks. Unlike
the ‘retail’ approach taken by many competing institutions, it
continues to add value to its customers by recognising everyone’s
circumstances are different. This means it can provide personalised
financial solutions, working with its customers to save them time,
money, and effort.
About NICE With NICE (Nasdaq: NICE), it’s never been
easier for organizations of all sizes around the globe to create
extraordinary customer experiences while meeting key business
metrics. Featuring the world’s #1 cloud native customer experience
platform, CXone, NICE is a worldwide leader in AI-powered
self-service and agent-assisted CX software for the contact center
– and beyond. Over 25,000 organizations in more than 150 countries,
including over 85 of the Fortune 100 companies, partner with NICE
to transform - and elevate - every customer interaction.
www.nice.com
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking Statements This press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Rushworth, are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the “Company”). In some cases, such forward-looking
statements can be identified by terms such as “believe,” “expect,”
“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“plan,” “estimate,” or similar words. Forward-looking statements
are subject to a number of risks and uncertainties that could cause
the actual results or performance of the Company to differ
materially from those described herein, including but not limited
to the impact of changes in economic and business conditions,
including as a result of the COVID-19 pandemic; competition;
successful execution of the Company’s growth strategy; success and
growth of the Company’s cloud Software-as-a-Service business;
changes in technology and market requirements; decline in demand
for the Company's products; inability to timely develop and
introduce new technologies, products and applications; difficulties
or delays in absorbing and integrating acquired operations,
products, technologies and personnel; loss of market share; an
inability to maintain certain marketing and distribution
arrangements; the Company’s dependency on third-party cloud
computing platform providers, hosting facilities and service
partners;, cyber security attacks or other security breaches
against the Company; the effect of newly enacted or modified laws,
regulation or standards on the Company and our products and various
other factors and uncertainties discussed in our filings with the
U.S. Securities and Exchange Commission (the “SEC”). For a more
detailed description of the risk factors and uncertainties
affecting the company, refer to the Company's reports filed from
time to time with the SEC, including the Company’s Annual Report on
Form 20-F. The forward-looking statements contained in this press
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Company undertakes no obligation to update or revise them, except
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version on businesswire.com: https://www.businesswire.com/news/home/20220502005261/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, ET, chris.irwin-dudek@nice.com
Investors Marty Cohen, +1 551 256 5354, ET, ir@nice.com
Omri Arens, +972 3 763 0127, CET, ir@nice.com
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