Since becoming an early adopter of Amazon Connect four years ago, NAB has gradually implemented the platform to operate all of its incoming contact centre operations countrywide.
The bank is currently working on the latter stages of the migration, which include developing predictive and progressive outbound dialling and re-platforming its most complicated contact centres onto Amazon Connect.
According to Rebecca Condon, senior manager channels and product owner of the contact centre industrialization programme at NAB, the company started moving its contact centre to the cloud about four years ago.
A “basic” contact centre that was migrated in around six weeks was its first re-platforming target.
While Amazon Connect is helpful for bankers and agents, the project’s main advantages are customer-focused.
According to Kocher, the bank’s “strategic objective is to be human and digital first where it matters.”
The majority of customers now prefer digital and having those automated chats as long as they know that there is a human there if they need to have further “human” conversation as people get used to conversing with smart gadgets like Alexa.
Previously, the bank was unable to implement this because its contact centre software did not provide smooth handover between contact centre and digital channels.
On several facets of the programme of work, NAB has collaborated with AWS Professional Services, Thoughtworks, and VoiceFoundry; nevertheless, ongoing work will be managed by NAB staff.
Kocher claimed that by eliminating associated infrastructure and saving money on “third-party software support and maintenance” for the prior contact centre platform, the bank was able to hire a larger crew.
A “monthly cycle of innovation” will be part of this team’s ongoing efforts to “push more simple, less complex queries into limited channels away from our bankers.”