NT Power needed to replace its legacy Meridian phone system to keep up with rising customer expectations and operational demands. Their existing setup lacked scalability, limiting their ability to modernize service delivery and support evolving needs.

The outdated system created inefficiencies such as longer wait times and lower customer satisfaction. Inconsistent vendor support further delayed upgrades, while regulatory reporting requirements added pressure to improve accuracy and visibility into call data.

With ice Contact Center, NT Power transitioned to a flexible, cloud-based solution while maintaining uninterrupted operations. They enabled 24/7 self-service, improved compliance reporting, and evolved their contact center over 20+ years without disruption.