Brennan & NiCE Launch Advanced Cloud Contact Center Solutions
▼ Summary
– Brennan implemented NiCE CXone Mpower to modernize its customer service, transitioning from legacy telephony to a cloud-native solution.
– The partnership includes Brennan reselling NiCE CXone Mpower as part of its managed services portfolio to help other organizations.
– Implementation benefits included improved platform stability, reduced average handle times, and AI-powered automation for better efficiency.
– The solution’s scalability supported Brennan’s expansion, integrating new teams and acquired businesses into a unified platform.
– Brennan invested in training using NiCE’s Dojo platform and received positive customer feedback on the improved service experience.
In a significant move to upgrade its customer service infrastructure, Brennan, Australia’s largest Systems Integrator, has successfully implemented NiCE CXone Mpower, shifting from outdated on-premises telephony to a sophisticated cloud-native platform. This strategic deployment marks a pivotal step in Brennan’s effort to boost operational efficiency, enrich customer interactions, and future-proof its contact center services comprehensively. Beyond adopting the solution internally, Brennan has also entered a reseller partnership with NiCE, integrating the platform into its managed services portfolio to offer clients a unified, advanced customer engagement tool.
The decision to seek a more robust and feature-rich system stemmed from Brennan’s recognition that its existing setup had limitations. After evaluating available options, the company selected NiCE CXone Mpower for its cloud-native architecture, scalability, and support for a hybrid workforce. Implementation commenced with an intensive six-month pilot early in 2023, followed by a phased company-wide rollout starting last September.
According to John O’Connor, Director of Managed Operations and Technology at Brennan, “Adopting NiCE CXone Mpower transformed our contact center operations. As our business expanded rapidly, we needed a system that would uphold our commitment to superior customer service. The transition has delivered improved platform stability, higher agent productivity, and access to new tools like AI-driven automation and workforce optimisation. A structured change management process and NiCE’s expert support made the migration remarkably smooth.”
Since going live, Brennan has observed measurable operational gains, including better platform availability, shorter average handle times, and greater efficiency for both agents and customers. The solution’s analytics features have enabled Brennan to detect and address customer issues proactively.
Rod Lester, Managing Director for NiCE Australia and New Zealand, remarked, “Brennan’s experience with NiCE CXone Mpower demonstrates the impact a modern cloud contact center can have. A carefully managed implementation allowed Brennan to optimise internal operations while equipping them to serve customers with a scalable, advanced platform. This partnership illustrates how AI, automation, and intelligent analytics can produce tangible enhancements in customer engagement.”
Scalability has been a critical advantage for Brennan, which has grown quickly. The platform, which initially served 60 agents during the pilot, now supports more than 220, with additional teams and newly acquired businesses transitioning to the system. Brennan continues to activate new functionalities, such as auto-summarisation, to further improve agent effectiveness and response times.
O’Connor added, “A standout benefit of NiCE CXone Mpower is its scalability. As Brennan expanded organically and through acquisitions, the platform smoothly incorporated new teams into a single, unified environment. This ensures consistent service delivery across all locations, maintaining high customer satisfaction while driving operational efficiency.”
Brennan’s collaboration with NiCE extends beyond internal use. As an authorised reseller, Brennan now offers NiCE CXone Mpower to its own customers as part of its managed services. This dual role enables Brennan to apply its implementation and support experience to help other organisations modernise their contact center operations.
Lester commented, “Our partnership with Brennan is founded on a mutual dedication to delivering top-tier customer engagement solutions. Brennan’s position as both customer and reseller underscores their innovative approach. By uniting NiCE’s technology with Brennan’s managed services proficiency, we provide clients a clear, effective route to cloud transformation and elevated contact center performance.”
Brennan’s transformation strategy balances technological investment with employee development. The company has made substantial investments in training, using NiCE’s Dojo training platform to ensure agents fully leverage CXone Mpower’s capabilities. Customer response to the new system has been highly favourable, with many highlighting smoother interactions and an overall improved experience.
O’Connor concluded, “Collaborating closely with NiCE has been essential to our successful cloud migration. The support we received, from implementation through training, has been outstanding. NiCE’s focus on partnership and ongoing enhancement makes this relationship extremely valuable. Our team is excited to keep discovering new applications for NiCE CXone Mpower to deliver even greater value to our customers.”
(Source: ITWire Australia)
