Case Study: Penrith City Council achieves exceptional resident experiences and streamlined contact center operations with NICE Systems (CXone)

CXone Transforms Contact Center Operations for Penrith City Council, Resulting in Exceptional Experiences for Residents

Penrith City Council, the local government body on Sydney’s western fringe serving about 219,000 residents across 26 business units, needed a cloud‑first, omnichannel contact center that would integrate with existing systems, enable remote working, simplify agent onboarding, and provide richer, customizable reporting to support a growing and complex operation.

Working with Generation‑e, the Council implemented NICE CXone to move from on‑premises telephony to a cloud omnichannel platform. CXone delivered comprehensive reporting, streamlined workforce scheduling, better coaching and self‑review workflows, and clearer insights to reduce overservicing and optimize staffing—producing greater efficiency, improved agent productivity and flexibility, and a better experience for residents while enabling future CRM and automation initiatives.

Penrith City Council

David Parry

Customer Experience Manager