Case Study: Essendon Football Club achieves exceptional member experiences and operational efficiency with NICE Systems' CXone

CXone Drives Exceptional Member Experiences with Contact Center Transformation for Essendon Football Club

Essendon Football Club, the Melbourne-based AFL team serving more than 85,000 members, needed to modernize an outdated telephony system that struggled to handle seasonal spikes with a small contact team. The club sought a scalable, cloud-based contact center that was customizable, improved reporting and forecasting, reduced wait times, and boosted overall member experience.

Working with NEC, Essendon deployed NICE CXone in five weeks, with supervisor and agent training, leveraging omnichannel routing, IVR, recording and disposition-based insights. The solution delivered stronger reporting and forecasting, faster call handling and self‑service options, clearer visibility into agent capacity and sales, and even one-click emergency messaging—while the club explores CRM integration and expanded outbound campaigns to drive further efficiencies and engagement.

Essendon Football Club

Claire Higgs

General Manager