Case Study: Torrens University achieves frictionless omnichannel student engagement with NICE Systems' CXone

Torrens University Delivers Frictionless Experiences to Keep Students Engaged

Torrens University, Australia’s fastest-growing private university with more than 24,000 students across 10 campuses and a 165-agent contact center, faced fragmented on‑premises telephony and multiple disparate systems after a series of acquisitions. The university needed to consolidate technology into a single, cloud-based contact center to improve visibility, modernize omnichannel capabilities, and boost operational efficiency and student engagement.

Working with NEC, Torrens deployed NICE CXone within six months, integrating CRM, live chat, SMS and outbound dialing to create a unified omnichannel platform. The solution streamlined workflows, delivered richer insights and reporting, enabled agents to handle interactions two to three times more efficiently via live chat, expanded student contact options, and provided a scalable foundation for future chatbot and sentiment‑analysis enhancements.

Torrens University

Victoria Pendergast

Head of Future Student Operations