Case Study: The Royal Automobile Club of Western Australia consolidates legacy systems and boosts agent performance with NICE Systems' CXone

RAC WA Aligns with a Cloud-First Approach and Consolidates Legacy Systems Using CXone

The Royal Automobile Club of Western Australia (RAC WA) is a 118‑year‑old member organisation supporting services like roadside assistance, insurance and travel across WA. Facing an on‑premises, fragmented contact‑center landscape that complicated agent workflows and hindered reporting—especially during the shift to remote work—RAC WA launched a cloud‑first transformation to consolidate legacy systems and improve member experience.

RAC WA implemented NICE CXone to provide a single‑pane, omnichannel platform integrated with CRM, WFM and quality tools—adding features like location-based dispatch, last‑call routing, click‑to‑dial and PCI‑compliant payments. The rollout cut scripts by 90%, reduced average handle time by 10% from one initiative, supports 5.5 million interactions a year (and hundreds of thousands of SMS messages), improved coaching visibility and reduced reliance on IT.

The Royal Automobile Club