CASE STUDY About Nine Australians rely on Nine for up-to-date news from its popular broadcast ser- vices, mastheads (newspapers) and online subscription services including The Australian Financial Review, The Sydney Morning Herald and The Age. With an annual average contact volume of more than 500,000, the busy Nine Customer Service Centre (CSC) employs 63 agents who help custom- ers with subscription sales and updates, technical support and delivery is- sues. The agents provide support seven days a week via phone, email, live chat and web. The Challenge Before using CXone, Nine’ s contact centre was located in the Philippines and a BPO serviced its interactions. When the contact center operations were moved back to Australia, Nine selected NICE CXone as its vendor of choice. Rich Ros

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