Case Studies

CXone Supervisor Helps GXS Bank Bring a Human Touch to Digital Interactions


This is a case study for CXone Supervisor which highlights the digital monitoring capabilities of CXone's designated workspace for Supervisors, enabling supervisors to drive enhanced CX across digital channels and focus their attention where it's needed most. Singapore’s first digital-only bank needed actionable, centralized insight into all its omnichannel interactions, 24/7. CXone Supervisor provides them both a bird’s-eye view of all skills, agents and contacts, as well as real-time insights into specific interactions. The result has been faster, more targeted responses, reduced Average Handle Times, happier agents and supervisors, and greater customer satisfaction.