P&N Group, one of Australia’s largest customer-owned banking organisations, is a global early adopter of CX Cloud from Genesys and Salesforce, marking a significant milestone in the transformation of its P&N Bank and BCU Bank contact centres.
The Group has fully integrated voice and CRM into a single, AI-powered platform, unlocking major service, efficiency, and experience improvements for customers and employees. The new technology aims to free up the Contact Centre team so they can spend more time supporting customers, and less time on administrative tasks.
Driven by its commitment to a single customer view, P&N Group selected CX Cloud to bring together its core CRM and customer experience platforms, enabling its teams to act on real-time insights and deliver faster, more personalised service.
AI-powered service that turns conversations into action
CX Cloud brings the AI-powered experience orchestration strength of Genesys together with a deeply unified Salesforce platform. Through real-time transcripts and keyword detection, the platform proactively surfaces the precise workflow an agent needs.
If a customer mentions “lost card” or “financial hardship”, Salesforce instantly presents the right process, allowing the frontline employee to focus on supporting the customer instead of searching for information.
This is further enhanced by the use of Agentforce Service, which helps to generate high-quality case notes and completes after-call administration. The result is deeper customer personalisation, a seamless customer journey, and more human connection.
Better for customers, better for people, and better for brokers
One of the most transformative capabilities is the ability to handle calls directly within Salesforce while automatically generating call summaries. This eliminates manual data entry and builds a rich, connected customer 360 - a major advantage not only for customers and frontline employees, but also for broker partners who rely on fast, accurate customer information.
Genesys Cloud™ Predictive Routing has reduced average handling times and improved the overall customer experience, with the Group able to leverage teams across its Perth and Coffs Harbour Contact Centres to support both P&N and BCU customers during peak periods.
Customer benefits
- No more repeating information – the Contact Centre team see a full interaction history across all channels.
- Faster resolutions.
- More consistent service across peak periods due to improved workforce scheduling.
Employee benefits
- Up to 15 minutes saved per employee per day in administrative work.
- Clearer coaching, performance insight, and workload balance.
- Reduced handle times, saving around 20 seconds per call and creating more time for customer connection.
Broker benefits
- Consistent experience for P&N Bank and BCU Bank clients.
- Greater operational reliability, especially during peak lending periods.
Warren Willis, Chief Transformation and Technology Officer at P&N Group, said the transformation is centred on simplifying banking and improving the experience for customers and frontline teams.
“When it comes to customer experience, it’s about doing the basics well. We’re focused on giving our people better digital tools, cutting out friction, creating a single view of each customer, and removing manual work so our teams have more time to focus on what matters – our customers,” Willis said.
Jacob Wrigley, P&N Group’s Head of Virtual Banking, added: “By reducing manual tasks and delivering high quality summaries across 100% of calls, we’re empowering our Contact Centre teams to deliver more personalised, customer-first service.”
“One of our long-term team members said they “no longer feel the post-call rush” – a sign the system is doing exactly what it should,” Wrigley said.
“And for our customers, it provides them with a seamless experience every time by offering a fully connected customer journey. If a customer chats with us online, then calls, our Contact Centre we can pick up the conversation exactly where they left off.”
With more than 22,000 calls per month, the Group now leverages Genesys for predictive routing, workforce optimisation, and analytics, contributing to improved first contact resolution, more accurate forecasting, and more meaningful coaching conversations. Team leaders now have a unified view of performance and scheduling, supporting higher engagement and better service delivery.
A more connected journey for every customer
Because Genesys voice data can be leveraged in real-time within Salesforce, customers can move between channels – web, phone, or digital – without losing context. Frontline employees simply pick up the conversation where it left off.
For long-term contact centre employees, one of the biggest improvements has been the removal of the traditional ‘post-call rush’. With automated summaries and built-in guidance, employees have more breathing room and can finish each call with confidence.
By bringing together voice, intelligence, and workflow automation in a single, cloud-native platform, P&N Group is reshaping the future of customer experience in the Australian banking landscape.
And while there’s more work to be done, the Group’s early adoption of CX Cloud positions it as a global innovator, empowering its people, delivering smarter service to its customers, and supporting brokers with faster, more consistent, and more connected banking experiences.