Case Study: The Royal Automobile Club achieves simplified contact centre operations and improved member satisfaction with NICE Systems' CXone

RAC revs up member satisfaction with CXone

The Royal Automobile Club (RAC) of Western Australia provides roadside assistance, insurance, travel and other member services and runs busy contact centres with 750 consultants handling millions of interactions each year. Facing an end‑of‑life, on‑premises Cisco UCCE system and a patchwork of disparate apps, RAC struggled with fragmented reporting, hundreds of hard‑to‑manage IVR scripts, licensing and location constraints, and difficulty supporting remote work — prompting a move to simplify and improve member and consultant experience.

RAC implemented NICE CXone’s cloud platform (omnichannel routing, chat, email, interaction analytics, quality management and screen recording) to centralize channels and reduce customization. The rollout removed about 60 on‑prem servers, cut IVR scripts by ~90%, reduced data‑centre reliance, simplified IT and consultant workflows, and delivered faster, more consistent member service with better reporting and quality management.

The Royal Automobile Club

Croyden McLennan

Product Owner