Beyond Bank is one of the largest customer-owned banks in Australia, serving over 300,000 customers in the country. It’s guided by the belief that employees are key to delivering superior customer experiences. It prioritizes the need for agile contact center operations to adequately serve evolving customer and employee expectations, while ensuring business continuity in today’s volatile global environment.
Modernizing the contact center platform
To deliver a best-in-class customer experience, Beyond Bank set out to modernize its contact center technology. The previous on-premises platform was difficult to update and customize at the speed customers demanded. The bank sought to empower employees with an agile platform to satisfy customers’ expectations for seamless omnichannel support.