Case Study: Online Education Services (OES) achieves consistent uptime and deeper business insights with NICE Systems' CXone

CXone Lets OES Achieve Consistent Uptime and Deliver Business Insights

Online Education Services (OES) is a Melbourne-based online education enabler working with universities and training providers to support growing student cohorts. Facing rapid growth, a remote-shift during COVID-19, and the need to deliver accurate KPI reporting to partners, OES needed a more reliable, cloud-based contact center that would improve availability, streamline agent onboarding and give deeper operational insights.

Working with Optus, OES implemented NICE CXone (IVR, WFM, Agent for Salesforce, recording and quality management), which delivered stronger analytics, simplified workforce management and self-service tools for agents. The platform reduced outages and improved uptime, enhanced user experience and reporting capabilities, increased visibility into compliance and student interactions, saved administrative hours through easier shift swaps, and has since been rolled out to multiple teams with plans to expand omnichannel capabilities.

Online Education Services (OES)

Leah Holmes

Head of Student Operations