Did you know?
85+
organisations in the Fortune 100 use CXone
25k+
Organisations globally use CXone
400%
Increase in AI-driven CXone interactions
Overview
CXone Cloud Contact Centre
Customer expectations have shifted. Speed, personalisation, and consistency are no longer differentiators - they're baseline requirements. Organisations now need to deliver seamless, connected experiences across every channel, while empowering agents with the tools to work smarter.
NiCE CXone is a leading cloud contact centre platform that brings together omnichannel engagement, AI-driven automation, workforce optimisation, and real-time analytics in a single, unified solution. It enables organisations to orchestrate end-to-end customer journeys, reduce effort, and respond to changing demand with agility.
NEC Australia partners with organisations to design, implement, and manage CXone environments that align to real business outcomes. From integrating with existing CRM and telephony platforms to optimising performance through ongoing managed services, NEC ensures your contact centre evolves with your customers and your organisation.
Deliver more intelligent, efficient, and personalised customer experiences - at scale.
Why NEC?
CXone is a powerful platform, but real value comes from how it is designed, integrated, and continuously optimised within your broader technology environment.
NEC Australia brings together deep experience across customer experience, unified communications, networking, and managed services to deliver CXone as part of a complete, connected solution.
We work with organisations to align contact centre capabilities with broader business systems, ensuring seamless integration with CRM platforms, telephony, and digital channels.
From initial design and deployment through to ongoing optimisation, NEC provides end-to-end support to help you maximise performance, adapt to changing customer expectations, and unlock the full value of your CX investment.
Our local expertise, combined with 24x7x365 support, ensures your contact centre remains resilient, scalable, and ready to evolve.
Deliver a contact centre that is not just operational - but continuously improving.
Capabilities
Omnichannel journey orchestration
Connect every customer interaction across voice, digital, and self-service channels, ensuring seamless, consistent experiences from start to finish.
AI-powered automation and self-service
Leverage AI and virtual agents to resolve routine enquiries instantly, reduce agent workload, and deliver faster, more intelligent customer interactions.
Real-time analytics and insights
Turn customer and operational data into actionable insights with real-time visibility across performance, sentiment, and experience.
Workforce engagement and optimisation
Empower agents with tools that improve performance, forecasting, and quality management, driving better outcomes for both customers and employees.
Seamless integration with business systems
Integrate CXone with your existing CRM, UC, and back-office systems to create a connected ecosystem that supports end-to-end customer journeys.
Flexible cloud and hybrid deployment
Deploy in the cloud while integrating with existing telephony and infrastructure, enabling a smooth transition without disrupting operations.
Voice and connectivity services
Enhance CXone with NEC’s Voice as a Service and network expertise, ensuring reliable, high-quality customer interactions across every channel.
Continuous optimisation and managed services
Go beyond deployment with ongoing optimisation, support, and performance tuning to ensure your contact centre continues to evolve with your business.
Insights
What's Next for Unified Communications; AI, Immersive Collaboration, and Beyond
The Future of Hybrid Meetings: Why as-a-Service is the Way Forward
5 Tips to Control UC Costs Without Compromising Experience
The Hybrid Collaboration Checklist - 7 Essentials Every Workplace Must Have
Use Cases
Healthcare
Use Case
Patient Experience & Accessibility
Situation
A metropolitan hospital manages high volumes of patient enquiries across voice and digital channels.
Challenge
Long wait times and limited visibility across channels reduced patient satisfaction and placed pressure on staff.
Solution
NEC CXone Cloud Contact Centre integrates voice, chat, and callback capabilities to manage peak demand and route enquiries intelligently.
Outcome
Reduced patient hold times, improved satisfaction scores, and better allocation of staff resources.
Government & Public Sector
Use Case
Citizen Service Delivery
Situation
A government agency manages large volumes of citizen enquiries across multiple service channels, often driven by policy changes or public events.
Challenge
Fragmented systems and inconsistent service delivery created delays, reduced visibility, and increased pressure on frontline teams.
Solution
NEC CXone integrates communication channels and provides a single view of interactions, enabling consistent service delivery and improved case handling.
Outcome
Faster response times, improved service consistency, and greater visibility across citizen interactions.
Retail & Membership Organisations
Use Case
Managing Seasonal Demand & Member Engagement
Situation
A large membership-based organisation manages enquiries from tens of thousands of members, with demand fluctuating significantly during renewal periods, campaigns, and events.
Challenge
High call volumes during peak periods led to long wait times, limited scalability, and difficulty aligning staffing with demand.
Solution
CXone by NEC enables flexible scaling of contact centre operations, with intelligent routing, self-service options, and real-time reporting to manage demand across voice and digital channels.
Outcome
Reduced wait times during peak periods, improved member experiences, and better forecasting and resource planning.
Education
Use Case
Student Engagement & Support Services
Situation
A university manages high volumes of enquiries from prospective and current students across admissions, enrolment, and support services throughout the academic year.
Challenge
Peak periods during enrolment and results releases create significant spikes in demand, leading to long wait times and inconsistent student experiences across channels.
Solution
NEC CXone enables omnichannel engagement across voice and digital channels, with intelligent routing, self-service options, and real-time visibility to manage demand during peak periods.
Outcome
Reduced wait times during critical periods, improved student satisfaction, and more efficient handling of enquiries across the student lifecycle.
Transport & Logistics
Use Case
Real-Time Customer Communication
Situation
A transport provider manages customer enquiries related to bookings, delays, and service updates across multiple channels.
Challenge
Inconsistent communication and fluctuating demand impacted customer experience and operational efficiency.
Solution
NEC CXone delivers real-time visibility, automated notifications, and integrated communication channels to keep customers informed.
Outcome
Improved customer satisfaction, reduced enquiry volumes, and more efficient service delivery.
Utilities & Essential Services
Use Case
Managing Service Disruptions & Peak Events
Situation
A utilities provider experiences sudden spikes in customer enquiries during outages, billing cycles, and service disruptions.
Challenge
High volumes overwhelm contact centre capacity, leading to delays and reduced customer satisfaction.
Solution
CXone enables automated self-service, real-time updates, and scalable contact centre operations to manage demand during peak events.
Outcome
Improved response times, reduced pressure on agents, and more effective communication during critical events.
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