For BankVic, providing seamless, empathetic support for its members is not just a business requirement—it’s a commitment to the community.
Serving police officers, emergency services, and healthcare workers, the customer-owned bank faces the unique challenge of supporting frontline workers—often experiencing high-stakes situations daily.
The bank’s transition to Webex Contact Center has transformed how it delivers service, achieving new heights in efficiency, resilience, and customer satisfaction.
Modernizing operations to meet evolving expectations
BankVic’s Webex journey began in 2019 while moving to an on-prem telephony system, allowing employees to make and receive calls from anywhere.
This set the foundation for a more flexible model, which proved invaluable during the COVID-19 pandemic when Melbourne experienced prolonged lockdowns. Despite the challenges of that period, BankVic was able to keep its operations seamless and support its membership base.
By 2023, BankVic’s on-premises telephony infrastructure was nearing the end of its lifecycle, and the bank faced an important decision: continue with outdated systems or take a bold step toward the future. To meet the growing needs of its 120,000-strong members and adapt to modern banking expectations, BankVic chose to migrate to Webex Contact Center and Webex Calling.
Working in close partnership with Peak Insight—a Cisco Partner with deep expertise in cloud calling and contact center solutions—BankVic was able to smoothly transition from its on-prem legacy platform and maximize the business value of the investment.
BankVic needed a future-proof, scalable solution that could deliver advanced features like AI-driven analytics, real-time visibility into customer interactions, and effective Business Continuity Planning (BCP).
Jodie Knott, Quality and Compliance Manager, noted, “Looking back, this migration has been transformational for us. We’ve become more efficient, future-ready, and better positioned to deliver exceptional service no matter the circumstances.”
Elevating the customer experience with advanced features
A typical day in the BankVic contact center involves supporting customers with everything from everyday banking inquiries to more complex issues like fraudulent activity or supporting vulnerable customers.
The integration of Webex Calling with Webex Contact Center enables contact center agents to conduct warm transfers or bring in subject matter experts for immediate consultation, leading to faster resolution of inquiries. This enhances the customer experience by reducing the need for redirection and ensuring prompt access to specialized expertise.
The BankVic team pointed out that the “Position Held in Queue” call-back option has been a standout feature of Webex Contact Center. This feature lets customers retain their place in the call queue without waiting on hold, significantly reducing frustration during peak periods. Jodie Knott mentioned, “The call-back feature has created smoother, more relaxed conversations when agents connect with members, as the pressure of waiting on hold is alleviated.”
Peak Insight played a central role in implementing these Webex solutions, overseeing the end-to-end deployment and configuration to align with BankVic’s operational requirements. They provided guidance on optimizing call flows and integrating analytics tools, enabling BankVic to fully leverage features, like sentiment analysis and real-time reporting. Peak Amplify wallboards were also used to provide real-time visibility of Customer Experience to the CEO, Executives and contact center teams.
BankVic highlighted how features like real-time analytics and sentiment analysis have helped take their customer experience standards to the next level. Together, Webex Contact Center’s range of next-generation features helped BankVic to:
- Significantly reduce Average Handle Time (AHT).
- Improve First Call Resolution (FCR).
- Reduce pressure on employees during peak times.
- Enhance agent ability to resolve issues on the first call.
- Reduce the number of abandoned calls.
Importantly, the BankVic team mentioned how “Webex’s sentiment analysis and real-time feedback, through CSAT and NPS surveys, have helped us better understand customer experiences. By addressing customer concerns faster and more effectively, we’ve seen steady improvements in both CSAT and NPS scores.”
Supporting employees
Webex’s Workforce Optimization tools have empowered BankVic employees, providing them with user-friendly options to swap shifts, bid on new shifts, and manage their schedules through an easy-to-use mobile app.
Jodie Knott said, “This empowers our employees with greater control over their work-life balance, making it easier for them to adjust their schedules to fit their personal needs while ensuring operational coverage and service excellence.”
Webex’s real-time analytics have also provided supervisors with immediate insights into agent performance, allowing them to offer targeted coaching and ensure compliance in real-time. “With Webex’s real-time analytics, our supervisors can provide immediate, data-driven feedback to agents, allowing them to make improvements on the spot rather than waiting for post-call reviews,” Jodie Knott noted.
Leveraging AI for greater insights and efficiency
Currently, Webex Contact Center’s AI-driven sentiment analysis and call transcription features have already enabled BankVic to improve service quality and compliance management. “Real-time call transcriptions, sentiment analysis, and interaction records allow us to identify key trends in satisfaction, behavior, and compliance. This data enables us to make informed decisions and continuously improve the customer experience,” said Jodie Knott.
BankVic is also exploring future possibilities with Webex Contact Center’s other features. Features like Cisco AI Assistant for Webex, which provides real-time suggestions to employees during calls, and Customer Journey Data Services (CJDS), which offers a holistic view of a customer’s journey, are set to revolutionize how BankVic delivers personalized, efficient service.
A holistic, agile approach to communication
With both Webex Calling and Webex Contact Center operating together in unison, BankVic has been able to create a seamless communication experience across the entire organization. Whether it’s the lending specialists in the branch or the fraud operations team working remotely, all staff members are integrated into one cohesive communication system. This has led to quicker resolution times, improved FCR, and a consistent level of service regardless of where employees are based.
“The seamless integration between the two platforms has brought enhancements to service delivery, communications, and operations,” said Jodie Knott. This operational synergy between the two platforms has ultimately translated into better outcomes for both customers and employees.
Building a future-ready contact center with Webex
BankVic’s commitment to continuous improvement and member-first service is reflected in its plans for the future. The bank is excited about expanding its omnichannel capabilities, integrating SMS, email, and chat to give members greater flexibility in how they interact with the bank.
As these capabilities roll out, the bank remains focused on delivering consistent, high-quality service across all channels.
BankVic’s journey with Webex Contact Center and Webex Calling highlights the power of modern technology to transform customer service. By leveraging a future-proof platform, advanced AI capabilities, and real-time analytics, BankVic has modernized its operations and set a new standard for member engagement and support in the banking sector.
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