Customer Stories

GWA Group unifies its global contact centres on CXone

Overview

GWA Group’s three contact centre locations in Australia, New Zealand and the UK each used different on-premises solutions which resulted in an inconsistent customer experience, lack of visibility and high overhead.

By consolidating the locations on CXone, customers receive the same brand experience regardless of the location contacted. Since CXone is a cloud solution, the agents were easily moved to working from home during the COVID-19 pandemic. By reconfiguring the IVR, wait times and hang-ups fell 50% and customer ratings rose 6%.

Demo Videos

NICE CXone Workforce Management Pro - Video

Among your contact center resources, your agents are the most critical. They interact with and deliver services to customers, thus directly affecting customer satisfaction and loyalty. While agents hold the keys to your company’s success, they are also the most expensive resource you have – accounting for 60% to 70% of expenses in a contact center. Utilizing our workforce optimization technologies developed in advanced statistical and mathematical optimization, NICE Workforce Management Pro answers the industry’s need and delivers breakthrough performance improvements.

Customer Stories

Auckland Council Takes the Customer and Agent Experience to the Next Level with CXone

Auckland Council’s focus on providing an outstanding customer experience was hampered by the on-premises contact centre system it was using through a telco provider. Updates needed to be made by a third party which was expensive and time-consuming. The system also didn’t support IVR self-service options or digital channels such as email or chat.

Datasheets

NICE CXone Workforce Management

Among your contact center resources, your agents are the most critical. They interact with and deliver services to customers, thus directly affecting customer satisfaction and loyalty. While agents hold the keys to your company’s success, they are also the most expensive resource you have – accounting for 60% to 70% of expenses in a contact center. Utilizing our workforce optimization technologies developed with Artificial Intelligence at the core and leveraging advanced statistical and mathematical optimization, NICE CXone Workforce Management answers the industry’s need and delivers breakthrough performance improvements.