Drive continuous CX improvement
Simplify the employee collaboration experience and increase adoption, making it easier to apply learnings immediately.
Enable data-driven decisions
Gain profound insights into customer behaviours, preferences, and pain points to drive personalisation and swift issue resolution.
Optimise workforce management
Optimise resourcing and support new ways of working with KPI-rich reports, dashboards, and an extensive range of self-service and support capabilities.
Boost operational performance
Use AI-powered capabilities to enable process optimisation, with real-time support from local Optus teams.
Expand seamlessly
Support smooth expansion and customisation with a modular structure and cloud-based deployment, suited to businesses of almost any size, from 5 to over 500 agents.
How Optus and NICE deliver award-winning customer experience
Optus and NICE have partnered for over a decade to deliver the end-to-end, AI-driven CXone Mpower platform, providing best-in-market, secure, and scalable customer service automation.
Recognised leadership across the region
- Recognised as a NICE Partner of the Year for six consecutive years, including:
- APAC Partner of the Year
- APAC CXone Partner of the Year
- APAC Cloud Partner of the Year
- Platinum Partner in 2023
- ANZ Business Partner of the Year (2018 to 2023)
Deep expertise and local presence
Supported by 50+ specialists in the NICE CXone Mpower platform across Asia Pacific and backed by 99+ NICE technology certifications.
Proven success with enterprise customers
- Proven customer success highlights Optus’ deep expertise in consulting, designing, implementing, and managing NICE CXone Mpower solutions for enterprise customers.
- Optus is one of the largest users of NICE CXone Mpower, supporting over 10 million customers with the platform.
Expertise that drives real results
Optus brings deep expertise in NICE with 50+ certified NICE CXone specialists and real-world experience from our flagship Optus Consumer Contact Centre using CXone Mpower.
Solutions built for growth
Optus drives business growth with carrier-grade infrastructure and NICE’s CX technology, available as a managed, co-managed, or hybrid solution. AI-powered analytics and workforce management support teams from five to over 10,000 agents.
Support that makes a difference
Optus provides hands-on support, so businesses always have help when they need it. Our Level 1 and Level 2 teams handle issues quickly, with direct NICE escalation when needed.
Case study: Redesigning CX: How Great Southern Bank delivered service excellence and improved operational efficiency with Optus
Discover how Great Southern Bank partnered with Optus and NICE to achieve a 100% uplift in customer satisfaction and optimised wait times to 8x faster than the industry average.
Case study: How La Trobe University is transforming the future of higher education
Find out how La Trobe University partnered with Optus and NICE to enhance student support with a cloud-based, AI-powered CX solution, improving service efficiency and digital engagement.
Case study: Nexans Olex’s smooth 48-hour shift to a cloud-based contact centre
Find out how Nexans Olex partnered with Optus and NICE to seamlessly transition to a cloud-based contact centre in just 48 hours to improve efficiency and customer service.
Media release: Optus and NICE transform customer experience at Great Southern Bank with future-ready contact centres
Explore how Optus and NICE's partnership with Great Southern Bank cut customer wait times to just 30 seconds for 80% of calls.
Article: How Optus and NICE empower exceptional customer experiences through partnership
Learn how Optus and NICE collaborate to deliver outstanding customer experiences and drive success.
Case study: Transforming OES customer experiences for online education
Find out how OES partnered with Optus and NICE to implement a cloud-based CX solution to reduce wait times, improve first-call resolutions, and enhance student support.
How to get started
See how Optus uses NICE CXone Mpower to deliver customer service automation and smarter CX. Contact an Optus specialist today.