Case Study: Horizon Power achieves 33% faster call handling and flexible remote omnichannel support with NICE Systems' CXone

CXone Transforms Contact Center Operations for Horizon Power Resulting in Exceptional Experiences

Horizon Power, a government trading entity serving more than 2.3 million sq km of remote and regional Western Australia, needed to move contact center operations to Broome and modernize from an on‑premises telephony setup. With 44 agents and a mandate to support local communities (including in‑person help for some Indigenous customers), the organization required a cloud‑based, omnichannel solution that would let agents work from anywhere while preserving face‑to‑face service where needed.

Working with Lake Corporation, Horizon Power deployed NICE CXone (IVR, recording, workforce management) via a remote implementation and shifted to a distributed, omnichannel model. The platform improved flexibility and resilience during the pandemic and weather events, enabled smarter routing and reporting, and cut average call handling time by 33% (from 600s to 400s), while making it easier to scale resources for outages and peak demand.

Horizon Power

Troy Mulder

Retail Operations Manager