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News : Beyond Bank Modernises its Contact Centre Evnvironment


Adelaid, Australia, Oct 26, 2020 -- Beyond Bank is focusing its technology development and resources on building out an omnichannel environment, allowing customers to engage in a mix of digital channels.

National manager Brent Alexander told iTnews the bank had been able to keep its regular call centres operating, at a time where other large organisations had struggled with capacity.

However, he said that call volumes "haven’t necessarily increased" over time.

"They've stayed pretty consistent in line with our growth," Alexander said.

"What has significantly increased is the usage of our digital channels."

Beyond Bank recently introduced webchat, a step in an ongoing technology development effort aimed at creating an omnichannel environment.

Part of the development work has gone into making transfers between channels as smooth as possible for customers and contact centre agents.

"Given that people are working from home and that technology has become a bigger part of day-to-day life for the average person on the workforce, I think that is going to put more pressure and more expectation on banks and any service industry to be able to support a varying number of channels, quicker than they had been before," Alexander said.

Beyond Bank’s ability to meet the customer service challenges posed by the pandemic is in part the result of a significant project last year to overhaul its contact centre operations.

It engaged QPC Australia to help replace its decade-old queuing system with a Genesys Cloud-based solution to handle customer interactions annually.

The system went live in May 2019 and has reduced handle times by 30 seconds or 17 percent, Alexander said.

In order to match its competitors on customer experience, the bank put together a business case to replace its on-premises contact centre platform - which had received little investment in the past decade - and add new capabilities to functions in the call centre that were still performed manually.

Using skills-based routing, calls are directed to the most closely matched and skilled agent available, leading to faster resolution of customer issues.

The platform also supported the bank through a transition to some remote work during the Covid-19 pandemic.

When Covid forced the country into lockdown in March, contact centres were put under immense pressure as call volumes increased and staff numbers were reduced to comply with social distancing restrictions.

Alexander said Beyond Bank’s biggest challenge when Covid hit was not access to a contact centre platform, but making sure agents had laptops and access to internal banking systems.

"We had the confidence that we could send people home and they could be on [calls] straight away," he said.

"Even if [agents] couldn't access the banking systems, at least we could still answer calls and speak to our customers, which was a real relief and [brought a] sense of satisfaction to the business that regardless [of the situation] we could look after our customers."

The bank's contact centres are based in Adelaide and Canberra, two cities with less severe coronavirus case numbers and corresponding restrictions.

Beyond Bank initially spread the teams out across multiple sites, which allowed the business to plan for the work from home transition over a three-to-four week period.

After a successful "two week on, two week off" trial, the bank implemented a more regular work from home scenario, and now between 30-40 percent of the workforce is at home on any given day.

"Prior to the pandemic it had been on our one-to-three year plan to incorporate work from home in some way. I think this has not only accelerated it, it has probably increased the numbers that we would have trialled with," Alexander said.

Alexander said the work from home policy has increased employee engagement and job satisfaction, which was a key criteria for the bank’s technology choice.

As well as improvements to customer experience and return on investment, the contact centre platform also had to deliver on employee experience.

"We were very conscious of making sure our employees' experience improved as a result as well. If you get that right that flows on to positive customer experience," Alexander said.

"If you have a team that's frustrated with the systems they are using, best intentions or not, that tends to flow out to the customer."


Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - Act On Your Customer Intelligence

Read today's tip or listen to it on podcast.

Published: Wednesday, October 28, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872


Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151


Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

MattsenKumar LLC

SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044


InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
PH: +972-9-9605894

Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310


Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis

All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)

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Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...

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