2degrees, a New Zealand telecommunications company, struggled with two separate contact centre systems: One for its Auckland office that serviced its mobile phone customers and another in Christchurch for its broadband services team. The two separate solutions made it difficult to transfer customers, there was frequent downtime and call quality was poor.
With NICE CXone™, 2degrees now has a unified system for both locations with far greater efficiency, including an 89% improvement in average response time and a 44% improvement in service levels. 2degrees’ customers are getting a better experience, and its agents are enthusiastic about CXone.
NICE CXone Omnichannel Routing Brochure (PDF)
Call center metrics: CXone Performance Management
CXone Performance Management inspires employees to own performance and align with organizational goals by providing transparency and continuous feedback in a social environment. Report “one view of the truth” via customizable KPIs and dashboards aggregated from disparate sources to drive continuous improvement and a high-performance culture. Elevate agent performance with real-time, personalized insights, provide a creative outlet through engaging gamification and wallboards, and motivate with prizes in a customizable virtual storefront. Increase supervisor efficiency and enable focus on high-value activities by automatically creating and sharing performance scorecards. Improve the customer experience by uniting the organization behind transparent CX goals.
Expivia thrives with ‘Best in Class,’ ‘Second to None’ CXone solutions
CXone has been the engine behind Expivia Interaction Marketing Group’s explosive growth, enabling it to provide customer exceptional CX and value-added services while reducing their costs. With CXone, Expivia can integrate with virtually any CRM, and using CXone Interaction Analytics, has improved customers’ sentiment scores by a whopping 22%.