Brennan uses NiCE to modernise its contact centre

Brennan has implemented NiCE CXone Mpower to modernise its customer service capabilities, and become a NiCE reseller.

Brennan moved from a on-premises telephony to a cloud-native solution - the implementation beginning with an extensive six-month pilot in early 2023, followed by a phased rollout across all business units beginning in September 2023.

“With our exponential business growth, we recognised the need for a system that would ensure we would continue to offer first-class customer service," said John O’Connor, Brennan director of managed operations and technology.

"Transitioning to NiCE CXone Mpower has enhanced platform stability and agent productivity, and unlocked new capabilities like artificial intelligence (AI)-powered automation and workforce optimisation."