Case Study: Auckland Council boosts customer satisfaction and workforce efficiency with NICE Systems' CXone

Auckland Council Takes Customer and Agent Experience to the Next Level with CXone

Auckland Council, the local government authority for New Zealand’s largest city, operates a busy contact centre with 250 agents handling over 1.5 million interactions a year. Its legacy on‑prem contact‑centre platform had reached end of life, was costly and slow to update, and lacked self‑service and omnichannel capabilities—limiting agent efficiency and the council’s ability to meet growing digital customer expectations.

The council chose NICE CXone, a cloud omnichannel platform (routing, workforce, performance, quality and feedback management) that they can manage themselves. CXone enabled agents to work across voice and email, improved scheduling and visibility, and streamlined processes—resulting in time and budget savings, a 7% drop in abandonment, a reported 24% improvement in customer satisfaction in some channels, higher staff engagement and a future‑ready path to features like chatbots and conversational IVR.

Auckland Council

Dave Riches

Manager of Business Excellence