When Radisson Hotel Group moved to NICE inContact’s CXone cloud CX contact center platform, the company reinforced its agents’ central role in the guest experience and the Radisson brand narrative. Guests appreciate the more personalized experience, and C-SAT scores are rising as a result. Meanwhile, other metrics have also improved: Productivity has risen, while cost per contact has fallen.
In working with college and university clients and their students, ECSI saw the writing on the wall: Students didn’t like making phone calls. They wanted a different channel, one that was faster and easier. CXone Advanced Chat has made the grade: Client/student satisfaction is up, productivity has soared and costs continue to fall.
Best Practice: Exploring the Future of your Contact Center
Looking to modernize and update your existing contact center? Hear from NICE inContact Customer, Aetna on how they took on the daunting task of redefining their contact center operations.
Amplifon Improves Productivity with NICE inContact
As a leader in hearing health care, Amplifon moved to NICE inContact’s cloud CX platform to improve the productivity of its contact center and integrate with campaign system. As a result, campaigns are more effective, speed to market has improved, and agent productivity and satisfaction have both increased.