Brennan selects NiCE CXone Mpower to upgrade customer service and extend it to clients
Brennan has moved from legacy on-premises telephony to a cloud-native contact centre with NiCE CXone Mpower, and will now offer the platform to its customers through a new partnership. The goal: improve customer engagement, streamline operations, and scale without friction as the business grows.
Why this matters to Customer Support leaders
Post-migration, Brennan reports higher platform availability, shorter average handle times, and better efficiency for agents and customers. Analytics are driving faster issue detection and resolution. AI features, including automated call summarisation and workflow automation, are lifting productivity while keeping quality consistent.
How they rolled it out
Brennan prioritised scalability, hybrid workforce support, and reliability during selection. The team ran a six-month pilot in early 2023, then executed a phased rollout across all business units from September 2023. A structured change management plan and close collaboration with NiCE reduced friction for agents and supervisors.
What changed inside the contact centre
- Cloud-native availability replaced on-prem constraints.
- AI-powered automation and workforce optimisation improved speed and consistency.
- Analytics enabled proactive issue resolution and smarter decisions.
- Automated call summarisation accelerated wrap-up and knowledge capture.
Scalability in practice
The deployment started with 60 agents and now supports 220+ agents, with more teams queued for integration. As Brennan added staff and acquired new businesses, NiCE CXone Mpower brought everyone onto a single platform for consistent service across locations.
Reseller partnership
After modernising its own operation, Brennan became a reseller of NiCE CXone Mpower, bundling the platform with managed services. This gives organisations a single partner for deployment, integration, and ongoing support.
People and training
Technology only sticks when people are confident using it. Brennan equipped agents and leaders through NiCE's Dojo training platform and focused on smooth adoption. Customer feedback points to smoother interactions and faster resolution.
What CS leaders can apply right now
Execution checklist
- Baseline key KPIs before you start: availability, AHT, CSAT, FCR, transfer rate, time to proficiency.
- Run a targeted pilot (1-2 queues) to validate routing, reporting, and AI summarisation with real traffic.
- Phase the rollout by business unit; keep a parallel fallback for critical lines during cutover.
- Standardise playbooks: QA forms, disposition codes, escalation paths, and post-call workflows.
- Train by role: agents on daily flows and shortcuts; supervisors on WFM, QA, and analytics.
Feature priorities that move the needle
- Automated call/chat summarisation to cut wrap time and improve ticket quality.
- Real-time analytics and alerts for outages, spikes, and sentiment shifts.
- Forecasting and scheduling within WFM to match coverage with demand.
- Unified routing across voice, email, and chat to reduce transfers and rework.
- Native CRM integrations to remove swivel-chair work and update records automatically.
Metrics to watch post-migration
- Platform availability and incident rate.
- AHT, after-call work time, and containment rate.
- FCR and CSAT by channel and queue.
- Agent productivity: occupancy, adherence, time to proficiency.
- Quality: accuracy of summaries, compliance scores, and re-open rates.
If you're evaluating the platform, see NiCE CXone details and documentation on the vendor site: NICE CXone.
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