01 THE BEFORE
Legacy solutions
As a fully online business, GXS Bank provides customer service and support though a 24/7 contact center. This requires effective monitoring, managing and coaching of their agents.
However, for voice communications, supervisors were only able to listen to calls after the interaction was completed. For chat-based conversations with customers, monitoring was geared toward identifying specific triggers for designated follow-up emails. These processes were time-consuming and inefficient, as well as subject to human error.
The legacy NiCE Supervisor application served the GXS contact center well for many specific purposes, such as force-logouts for agents after their shifts ended and the like. The Supervisor solution assisted supervisors in managing aspects of their workforce with single-point access to performance information and targeted reporting.
02 DESIRE TO CHANGE
Limited solutions for unlimited demand
GXS needs to provide financial services through its digital platform and contact center at all times. The bank initially provided support as a call center and rapidly became truly omnichannel, with up to 80% of their customer interactions coming from digital channels (chat, email, online forms, apps, social media).
“To ensure that our agents can provide high-quality service to our customers,” according to Jeremy Leo, BU Operations Project Manager at GXS Bank, “we set a limit of two simultaneous interactions per agent. By limiting the number of interactions per agent, we can ensure that our agents are able to give each customer the attention and focus they deserve, which ultimately leads to better customer satisfaction and retention.”
For the best results with that approach, supervisors need to have a holistic, omnichannel view of the contact center at all hours, as well as the ability to monitor each agent in real-time. The supervisors can then focus their attention and provide relevant guidance to their agents when and where it is needed most.
03 THE SOLUTION
Real-time and long-term insights
“We were looking for a strong solution that supports both voice and digital equally,” Jeremy said. “We also wanted something on the cloud and narrowed our search to a few CCaaS options. After careful evaluation of several competitors, we selected NiCE as the vendor whose offering aligned best with our requirem
GXS transitioned to CXone Supervisor as an early adopter. Jeremy expressed the bank’s appreciation “for NiCE involving us in the development process and soliciting our feedback to improve the product.”
CXone Supervisor provides both a bird’s-eye view of all skills, agents and contacts in any channel, as well as real-time insights into specific interactions. In-app alerts can be customized to automatically identify when an agent exceeds a given threshold (for GXS, any interaction that lasts more than 10 minutes), so that contact center supervisors can monitor the exchange in real time, assess the issue, and provide guidance or assistance.
“One game-changing feature that we particularly appreciate is the digital interaction monitoring,” Jeremy explained, “as chats typically make up approximately 40% of our overall interactions. The ability to monitor, join, coach and even takeover digital interactions has been a game changer for our supervisors.”
CXone Supervisor’s aggregated visualization of data using various widgets provides maximum centralized information for GXS decision-makers. Data from all interactions can be easily navigated for maximally efficient viewing, filtering, searching, multi-level sorting, and granular analysis. Managerial teams and supervisors can focus their attention where it is needed most, with a clear view of which agents with which skills are available, and when. This has improved efficiency and agent effectiveness across various shifts, as the most appropriately skilled agents can be assigned to each interaction channel as needed.
Jeremy further noted, “CXone Supervisor is so intuitive that our supervisors learned how to use it on the fly, quickly integrating it into their daily work.”
GXS Bank also implemented alerts that are sent to available agents in the event of an influx of customers waiting in the live chat or call queue. This ensures more prompt and efficient responses, improving the customer experience and streamlining their journey.
04 THE RESULTS
Seamlessly serving every customer
“By providing us with the ability to monitor and analyze omnichannel interactions,” Jeremy summarized, “CXone Supervisor helped our supervisors gain valuable insights into our customers’ needs and preferences, and has allowed us to improve our overall customer service.”
The metrics collected by GXS Bank support that assessment:
- The CXone Supervisor’s integration with the bank’s DFO quick response system has reduced the average chat handle time by up to 12%.
- First Response Time under 60 seconds target reached on 95% of all contacts, consistently exceeding KPI targets.
- Automated email processes and disclaimer prompts reduce response times and agents spend less time on routine repetitive tasks in favor of more value-added work and human interactions.
- Abandonment (ABD) rate of nearly 0% achieved on average across all contacts.
- Faster responses and more focused service leads to higher customer satisfaction and loyalty.
05 THE FUTURE
Expanding operations with NiCE
GXS Bank is looking forward to scaling up their operations in the near future. That was one of the reasons the organization explored a CCaaS solution and selected NiCE for its expertise in meeting dynamically changing needs.
Given the positive results the bank has seen so far, Jeremy added, “We are confident CXone Supervisor will help support our planned development.”
