Case Study: Ergon Energy boosts customer service and cuts internal transfers with NICE Systems' CXone

Queensland-Based Ergon Energy Boosts Customer Service with CXone

Ergon Energy, which supplies electricity to 2.3 million customers across 97% of Queensland, faced a costly, inflexible on‑premises Cisco system that was due for renewal. The legacy platform required expensive hardware upgrades, prevented the team from making timely IVR changes (taking 3–6 months via vendors), and limited call‑routing effectiveness—prompting a move to a more scalable, manageable solution.

Ergon selected NICE CXone, deploying omnichannel routing, self‑service IVR controls, screen and desktop recording, and API integrations with Oracle. The cloud platform let Ergon own IVR changes, implement data‑driven smart routing, and expand recording for quality and compliance. Results included a 900% increase in screen recordings (now capturing ~50% of calls), a 56% drop in internal transfers, a 7% improvement in “easy to do business with” ratings, a 5% rise in CSAT, and a streamlined customer experience.

Ergon Energy

Mat Austin

Senior Operations Analyst