NiCE has announced that Brennan, an Australian Systems Integrator (SI), has implemented NiCE CXone Mpower to modernise its customer service capabilities, transitioning from legacy on-premises telephony to an advanced cloud-native solution. Brennan has also partnered with NiCE as a reseller, offering a joint solution to its customers as part of its managed services portfolio. The partnership and implementation are key milestones in Brennan’s broader strategy to improve operational efficiency, enhance customer experiences, and futureproof its contact centre offerings from end to end.
Brennan recognised there was room to improve its service delivery by implementing a more feature rich and reliable solution. The company went to market, selecting NiCE CXone Mpower for its cloud-native innovation, scalability, and ability to support a growing hybrid workforce. 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.
John O’Connor, Director of Managed Operations and Technology, Brennan, said, “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 has seen tangible benefits across its operations since implementation, including greater platform availability, reduced average handle times (AHT), and increased efficiency for agents and customers alike. The solution’s analytics capabilities also let Brennan proactively identify and resolve customer issues faster.
Rod Lester, Managing Director, NiCE Australia and New Zealand, said, “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.”
NiCE CXone Mpower’s scalability has been critical for Brennan’s rapid expansion. The platform now supports over 220 agents, with additional teams and acquired businesses migrating to NiCE CXone Mpower following the initial pilot program deployment for 60 agents. Brennan continues to activate new features to enhance agent efficiency and customer response times, such as auto-summarisation.
John O’Connor said, “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.”
Brennan has 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. This strategic collaboration lets Brennan leverage its deep expertise in implementation and support while helping other organisations modernise their contact centre operations.
Rod Lester said, “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.”
Brennan’s approach to contact centre transformation emphasises both technology and people. The company has invested heavily in training programs, using NiCE’s Dojo training platform to equip agents with the knowledge to maximise CXone Mpower’s capabilities. Customer feedback on the transition has been overwhelmingly positive, with many citing the improved experience and streamlined interactions as key benefits.
John O’Connor said, “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.”