Case Study: Brighter Super achieves a scalable, future‑proof contact centre and exceptional customer and agent experiences with NICE Systems' CXone

CXone delivers exceptional customer and agent experiences for Brighter Super

Brighter Super is a Queensland-based superannuation fund managing $29 billion for about 259,000 members after recent mergers and acquisitions that rapidly grew its membership (from roughly 45,000 to 250,000). The organisation faced limitations with disparate on-site contact centre platforms—restricting reporting, IVR flexibility, agent onboarding and scalability—so it needed a cloud-based, omnichannel solution to consolidate systems and futureproof operations.

Brighter Super implemented NICE CXone, deployed by RingCentral, including Interaction Channels, Workforce Management, Quality Management and Recording, to integrate with its CRM, consolidate interaction records, enable flexible IVR/self‑service and deliver real‑time alerts and analytics. The move delivered cost savings, faster onboarding, centralized case data and executive reporting, and allowed the contact centre to scale from a 12-seat to about 55–60 seats while improving resilience and paving the way for omnichannel service.

Brighter Super

Nisha Varma

Contact Centre Team Leader