Brennan has successfully implemented NiCE CXone Mpower to modernise its customer service capabilities, transitioning from legacy on-premises telephony to a cloud-native solution.
The implementation began 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," John O’Connor, director of managed operations and technology for Brennan, said.
"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."
Brennan has also expanded beyond its own use of NiCE CXone Mpower to partner with NiCE as a reseller, offering the solution to its customers as part of its managed services portfolio.
NiCE Australia and New Zealand MD Rod Lester said Brennan’s dual role as both a NiCE CXone Mpower customer and reseller reinforces its commitment to innovation.
"Combining NiCE’s technology with Brennan’s expertise in managed services gives customers a seamless path to cloud transformation and enhanced contact centre performance," he said.
_(11).jpg&h=142&w=230&c=1&s=1)
.jpg&w=100&c=1&s=0)
_(8).jpg&w=100&c=1&s=0)
.jpg&q=95&h=298&w=480&c=1&s=1)
