Brennan partners with NiCE to power AI-driven contact centers
RA’ANANA, ISRAEL, and TEXAS, UNITED STATES — Brennan, an Australian systems integrator, has modernized its customer service operations and launched a new reseller offering through a partnership with NiCE.
The collaboration centers on deploying the cloud-native CXone Mpower platform, aimed at driving agility, scalability, and AI-powered efficiency.
The six-month pilot, launched in early 2023, replaced Brennan’s legacy telephony systems and has since become the foundation for its new customer experience strategy and reseller partnership.
Integrating CCaaS with managed IT capabilities
Brennan offers backbone support as a seasoned managed service provider, delivering a comprehensive suite of IT outsourcing solutions, including cybersecurity, cloud services, and data and AI solutions.
The company was established in 1997, and with its long-term experience, it can offer day-to-day management of infrastructure and support af a modern workplace, allowing its clients to redefine their operations and attain strategic objectives through a customer-oriented approach.
On the other hand, NiCE has found and developed its niche in the field of customer experience software, and its CXone software platform, powered by AI, provides cloud-based services for engaging customers across every channel and organizing the workforce.
The firm is a niche Contact-Center-as-a-Service (CCaaS) vendor and also provides a full enterprise platform used by companies worldwide to mechanize and streamline customer interactions and achieve measurable business results.
Collectively, companies such as NiCE and Brennan reflect the synergistic alliance between front-office innovation and back-end stability that constitutes the contemporary digital enterprise.
Brennan’s strategic implementation drives operational gains
Brennan has begun implementing NiCE CXone Mpower to address reliability issues in its former system and to support new expansion opportunities.
The Director of Managed Operations and Technology at Brennan, John O’Connor, claimed that the move to NiCE was a game-changer and attributed the platform to its impact on the company, saying, “Transitioning to NiCE CXone Mpower has enhanced platform stability, and agent productivity, and unlocked new capabilities like artificial intelligence (AI)-powered automation and workforce optimization.”
The NiCE platform has provided significant operational services that can be measured in value. Brennan has achieved increased platform availability, lower average handle times, and efficiency of both agents and customers.
For Brennan, the results are clear: the company has achieved greater platform availability, reduced average handle times, and improved efficiency for both its agents and customers.
The platform’s inherent scalability has also been essential, and Brennan has smoothly handled its growth by starting with 60 agents at the pilot stage, up to 220, and by incorporating new business units and acquired companies.
Rod Lester, Managing Director of NICE Australia and New Zealand, acknowledged Brennan’s successful execution. “Brennan’s journey with NiCE CXone Mpower showcases the force of a modern cloud-native contact center solution. A well-executed implementation empowered Brennan to enhance its own operations and better support customers with an advanced, scalable platform.”
Partnership expands into reseller model
The relationship has now developed to a more advanced vendor/client level into a strategic reseller relationship, which has expanded the NiCE platform to a large extent.
Brennan also provides NiCE CXone Mpower as a managed service and draws on its extensive experience in implementing the change to lead other organizations through their cloud transitions.
This new reseller practice underscores Brennan’s innovation-driven approach and its strategy to combine best-in-class technology with its vast service experience.
The success of the partnership is attributed to a shared vision for customer engagement and a strong focus on empowering people alongside technology. Lester emphasized that the partnership is “built on shared goals of delivering world-class customer engagement solutions.”
Brennan complemented the technology rollout by investing heavily in agent training through NiCE’s Dojo platform, which was instrumental in maximizing the new system’s capabilities and led to overwhelmingly positive customer feedback on the improved experience.
