Case Study: 2degrees unifies NZ contact centres and cuts email response time by 89% with NICE Systems' CXone

2degrees Unifies its New Zealand Contact Centres on the CXone Cloud Platform

2degrees, a New Zealand full‑service telecom serving consumer and business customers, operated two contact centres (Auckland and Christchurch) on separate legacy on‑premises systems after an acquisition. The lack of integration created different IVRs/ACDs, inconsistent customer journeys, limited broadband self‑service, high support complexity and constrained visibility for leaders and agents.

2degrees unified both sites on the NICE CXone cloud platform—deploying omnichannel routing, email, quality management, screen recording, performance management and interaction analytics—which simplified upgrades, improved workforce visibility and enabled re‑skilling. Outcomes included an 89% improvement in average email response time, 75% call containment via self‑service, 44% better service levels, a 35% reduction in speed to answer, a 2% improvement in average handle time and lowered labor/OPEX costs, plus higher agent engagement.

2degrees

Tracy Duthie

Head of Service Development and Support