SUCCESS STORY: WESTPAC Securing early mover advantage One of the country’s big-four retail banks, Westpac NZ specializes in consumer, business and institutional banking as well as private and wealth management services. Their vision is to be one of the world’s best financial services companies—helping customers, communities and people prosper and grow. Realizing this ambition with a traditional contact center was tough. Managed by different vendors, much of the technology had reached end of life. So, more time and money were spent fixing issues, rather than enhancing the customer experience. A cloud contact center was seen as a powerful competitive differentiator. “We wanted to zig while the rest of the world was zagging,” said Jason Lock, Head of Contact Centers for Westpa

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