Case Study: Challenger Group Limited achieves work-from-anywhere flexibility and streamlined reporting with NICE Systems' CXone

CXone Empowers Challenger Group to Work from Anywhere with Comprehensive Visibility and Reporting Capabilities

Challenger Group Limited, an ASX-listed investment manager headquartered in Sydney with about 60 contact center agents, needed to replace a complex on‑premises system that hindered remote work and consolidation after a recent bank acquisition. The organization sought a cloud-based solution that would enable agents to work from anywhere, integrate with Salesforce, provide comprehensive visibility and reporting, and be deployed within a tight three‑month window.

Challenger chose NICE CXone, implemented with partner Optus, to deliver a cloud-native, scalable CCaaS platform with Salesforce integration and modular admin controls. The rollout let managers self-serve workflow changes, simplified onboarding, enabled near-real-time customizable reporting and post-call surveys, reduced reliance on IT, and supported roughly 50% user growth and expansion to reception staff—boosting agility and customer experience.

Challenger Group Limited

John Havranek

Head of IT, Infrastructure & Enterprise Systems