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Penrith City Council utilises NICE CXone platform for CX ops
Wed, 2nd Nov 2022
FYI, this story is more than a year old

Penrith City Council has selected the NICE CXone platform to enhance its customer service operations.

Penrith City Council has 26 different business units that support more than 219,000 residents. 

The Council's Customer Experience contact centre answers a broad range of inquiries that relate to things like childcare centres, cemeteries, road maintenance, and waste services.

The Council said it required a cloud-based, omnichannel solution that was customisable and could integrate with its existing systems and deliver better reporting capabilities. 

After a rigorous assessment process, the Council engaged NICE and its implementation partner Generation-e to help transition from its outdated telephony system to CXone.

"Penrith City Council selected NICE CXone because it was an intuitive application that sat well with how the organisation runs," says David Parry, Customer Experience Manager, Penrith City Council.

"NICE and Generation-e demonstrated how the solution would work in the day-to-day operations of Penrith City Council, including its comprehensive reporting capabilities and intuitive workforce management scheduling system."

He says that the Council marks itself as a cloud-based organisation, and this new development helped them further progress in their digital transformation process.

"Penrith City Council is a cloud-first organisation, making it essential that the contact centre and its underlying telephony reflect that. Transitioning from an on-premises contact centre solution to CXone was a critical step in Penrith City Council's digital transformation journey and one that affords the Council more agility than it previously had."

NICE CXone technology allows Penrith City Council to focus its activities on the types of calls and interactions the contact centre receives.

It comes with comprehensive reporting, which is set to enable the Council's contact centre team to identify areas for improvement to help coaches and team leaders target training.

Darren Rushworth, President, NICE International, says that the company is pleased to partner with the Council to help enhance its digital transformation goals and create better customer outcomes.

"NICE, together with Generation-e, is pleased to support Penrith City Council in its digital transformation by deploying CXone across its contact centre operations," he says.

"Penrith City Council delivers essential services to thousands of local residents, and CXone is now a critical piece of its supporting infrastructure, helping it deliver frictionless agent and customer experiences."

Biagio La Rosa, Managing Director, Generation-e, added, "CXone was the best choice for Penrith City Council to help deliver exceptional customer experiences. CXone delivers a level of flexibility and simplicity that is necessary for a complex contact centre environment and will help Penrith City Council drive efficiencies across its contact centre."