Case Study: GWA Group Limited achieves 50% reduction in wait times and unified global contact centres with NICE Systems CXone

GWA Group unifies its global contact centres on CXone

GWA Group, a leading designer and supplier of bathroom and kitchen products with brands like Caroma and Methven, operated three separate contact centres in Australia, New Zealand and the UK that handled roughly 500,000 interactions a year. Each site used different legacy systems (Vonage/New Voice Media, Anywhere365 and MITEL), leaving the company without unified reporting or workforce management, causing long waits, poor customer satisfaction and high agent turnover.

GWA consolidated all contact centres onto the NICE CXone cloud platform—deploying omnichannel routing, IVR, workforce and quality management, analytics and recording—to standardize processes and enable remote work. The move cut wait times and hang-ups by 50%, delivered a consistent brand experience across regions, boosted customer and agent satisfaction, reduced turnover and lowered per‑agent costs.

GWA Group Limited

Adam Simpson

Director of Technology