Generation-e deploys NICE CXone in Penrith Council contact center – Services – Cloud

Melbourne-based MSP Generation-e deployed NICE’s CXone platform to improve contact center operations for Penrith City Council.

Generation-e deployed the cloud platform to improve efficiency and customer experience in Penrith Council’s contact centres.

Penrith City Council has 26 different business units catering to over 219,000 residents. Its contact centers receive a wide range of inquiries relating to crèches, cemeteries, road maintenance, waste management services and other matters.

The board needed a cloud-based omnichannel solution that could be customized, integrated with their existing systems, and offered more comprehensive reporting capabilities.

He selected NICE and Generation-e, after a rigorous selection process, to help transition the council’s outdated telephony system to CXone.

Penrith Council’s Director of Customer Experience, David Parry, said: “Penrith Council chose NICE CXone because it was an intuitive app that fit well with how the organization works. NICE and Generation-e demonstrated how the solution would work on a day-to-day basis. Penrith Council’s operations, including its comprehensive reporting capabilities and intuitive workforce management planning system”.

Transitioning from an on-premises contact center solution to cloud-based CXone has been a major step in Penrith Council’s digital transformation journey and allows the council greater agility than before, Parry said.

CXone enables Penrith Council to focus on the types of calls and interactions the contact center receives. Comprehensive reports will help the contact center team better identify areas for improvement, which can help coaches and team leaders train staff members.

NICE International Chairman Darren Rushworth said: “Penrith City Council provides essential services to thousands of local residents, and CXone is now a vital part of its supporting infrastructure, helping it deliver seamless experiences. to agents and customers.

Biagio La Rosa, Managing Director of Generation-e, “CXone provides a level of flexibility and simplicity that is needed for a complex contact center environment and will help Penrith City Council improve the efficiency of their contact centre” .

Earlier this year in May, Generation-e has deployed NICE’s CXone platform to Regional Bank of Australia contact centers across 38 regional NSW branches. In February of this year, Generation e deployed NICE CXone for Wodonga TAFE in northeast Victoria.