Case Study: Wodonga TAFE achieves omnichannel contact centre flexibility and improved reporting with NICE Systems' CXone

Wodonga TAFE Improves Contact Centre Flexibility and Scalability with Omnichannel Solution

Wodonga TAFE, a vocational education provider in north‑east Victoria focused on student success, was undertaking a cloud transformation to improve service quality for current and prospective students. Its existing voice-only contact centre lacked omnichannel capability, real-time visibility into calls and agent activity, accurate forecasting, and flexible support for a remote workforce.

Working with Generation-e, Wodonga TAFE deployed NICE CXone to add email, web chat, social channels, IVR, real-time reporting and workforce management on a single platform. The rollout delivered streamlined, centralised communications, better visibility into call volumes and agent performance, improved reporting integrity and forecasting accuracy, greater support for remote agents, and a roadmap to expand CXone across more teams and integrate with CRM.

Wodonga TAFE

Leanne Gibson

Team Leader Customer Experience