Find Out Westpac said about using Genesys PureCloud
Westpac moved away from their onpremise contact centre to PureCloud. Here is what they say
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 PureCloud 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.
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
Eliminate aging, outdated and costly contact center software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
Building an ellite service organisation with Genesys PureCloud
The PureCloud cloud solution has changed the game for us. The constant development and update of features and functionality has enabled us to deliver to our customers.”
"We no longer wait for a technology drop every 2 years with a version release or server upgrade, We now switch things on and prepare to use them in a right way"
"This is a major shift for Contact Centres to consume technology"
Jason Lock, Head Contact Centre Westpac New Zealand
"The constant development and updates of features and functions enable us to deliver to our customers"
"In our previous platform we spent a lot of time fixing issues rather than spending our time enhancing customer experiences"
Stephen Abercrombie, Operations Manager Westpac New Zealand
"Westpac believes that providing our customers with differentiated service is the way to set Westpac apart from competitors"
"Customer Service is important and we design processes with customers at heart"