Brennan selects NiCE CXone Mpower to drive customer service upgrade
Brennan has selected NiCE CXone Mpower to upgrade its customer service operations and will now offer the platform to its clients through a new partnership.
Brennan, described as Australia's largest systems integrator, recently completed a transition from legacy on-premises telephony to a cloud-native contact centre solution with NiCE CXone Mpower. This change is part of the company's broader effort to enhance customer engagement, streamline business processes, and ensure its operations remain scalable as it grows.
Pilot and rollout
The selection of NiCE CXone Mpower followed a market review process where Brennan prioritised scalability, support for hybrid workforces, and a suite of features designed to enhance reliability. The initial implementation began with a six-month pilot in early 2023 and expanded into a phased deployment across all business units from September 2023.
John O'Connor, Director of Managed Operations and Technology at Brennan, described the transition as transformative for the company's contact centre teams.
Migrating to NiCE CXone Mpower was a game-changer for Brennan's contact centre operations. With our exponential business growth, we recognised the need for a system that would ensure we would continue to offer first-class customer service. 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. The transition was seamless, thanks to the expertise of the NiCE team and the structured change management process followed.
Brennan reports improvements across several areas following the migration. These include higher platform availability, lower average handle times for customer enquiries, and greater efficiency for both contact centre staff and customers. The analytics functionality of NiCE CXone Mpower is also being used to identify and resolve issues more proactively.
Platform capabilities
According to NiCE, the platform's scalability has proven significant as Brennan has continued to expand, both by adding new employees and acquiring other businesses. Following an initial deployment for 60 agents, the solution currently supports over 220 agents, with additional teams scheduled for integration. The company is also activating new features, such as automated call summarisation, designed to increase agent productivity and accelerate customer response times.
O'Connor highlighted the solution's flexibility:
One of NiCE CXone Mpower's key advantages is its scalability. The solution has seamlessly integrated new teams into a unified platform as Brennan has expanded both organically and through acquisitions. This is crucial for consistency in service delivery across all locations, keeping customer satisfaction levels while improving operational efficiency.
Rod Lester, Managing Director for NiCE in Australia and New Zealand, said the project with Brennan demonstrates the practical impacts of moving to a cloud-native contact centre. He commented:
Brennan's journey with NiCE CXone Mpower showcases the force of a modern cloud-native contact centre solution. A well-executed implementation empowered Brennan to enhance its own operations and better support customers with an advanced, scalable platform. This collaboration showcases how businesses can harness AI, automation, and intelligent analytics to drive measurable improvements in customer engagement.
Reseller partnership
Brennan, after modernising its own operations, has also become a reseller of NiCE CXone Mpower, bundling the solution with its managed services for external customers. The partnership, involving both technical deployment and service integration, is positioned as a way for organisations to modernise their contact centre functions with support from Brennan's team.
Lester said the arrangement reinforces the shared commitment between the two companies, stating:
NiCE's partnership with Brennan is built on shared goals of delivering world-class customer engagement solutions. 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.
People and technology
Brennan's approach emphasises both technological and human factors. The company has provided staff with training on the new system using NiCE's Dojo training platform, focusing on ensuring agents are equipped to use the enhanced capabilities. Feedback from Brennan's customers in response to the change has been positive, citing smoother interactions and improved service experiences.
O'Connor noted the ongoing benefits and support provided by NiCE:
Working closely with NiCE has been instrumental in Brennan's successful cloud transition. The level of support received from implementation to training has been exceptional. NiCE's commitment to collaboration and continuous improvement has made this partnership invaluable. The Brennan team looks forward to continuing to explore new ways to leverage NiCE CXone Mpower to deliver even greater customer value.
