CXone will help the Australia-based electricity
company deliver better customer support at scale through a breadth
of applications and an open API library
NICE inContact, a NICE
business (Nasdaq:
NICE), today announced
that Ergon Energy Retail, a subsidiary of Australia-based Energy
Queensland Limited, has chosen NICE inContact CXone as its cloud
contact center provider. CXone, the leading cloud customer
experience platform with a unified approach to Customer Analytics,
Omnichannel Routing, Workforce Engagement, and Automation &
Artificial Intelligence, will help Ergon Energy Retail deliver
exceptional customer experiences and increase operational
flexibility while supporting a growing community of remote agents
through an all-in-one integrated platform. This relationship was
established via NICE inContact’s strategic partnership with Optus
Business.
In the wake of economic uncertainty and upheaval, Ergon Energy
Retail has a critical role as an essential service provider, and
the flexibility of their contact center empowers their workforce to
meet and exceed the rising customer expectations and demands.
Understanding their core customers’ needs and adjusting course in
real-time delivers better services to their customers. NICE
inContact CXone delivers a contact center that isn’t just scalable,
but also offers a wide range of applications and a full library of
open application programming interfaces (APIs) so businesses like
Ergon Energy Retail can tailor a solution that works for its unique
ecosystem.
“As a Queensland Government-owned business, we distribute
electricity to 738,000 customers and answer 1.5 million calls per
year across Queensland, Australia,” said Ayesha Razzaq,
Executive General Manager of Ergon Energy Retail. “It’s
mission-critical that we’re able to meet our customer’s needs and
communicate with personalized, engaging experiences at scale –
whether that’s coming from a contact center or our agents’ homes.
CXone will help us keep our agents up and running from anywhere
while ensuring customers are getting the real-time, exceptional
experiences they deserve.”
As a result of the COVID-19 pandemic, contact centers are
focused on building a culture of flexibility and adaptability for
essential workers to ensure continued consistent customer and agent
support – often leveraging cloud solutions. Research from NICE
inContact found that 74% of contact centers that are not using
cloud today are planning to accelerate their move to the cloud.
“The current climate has put a spotlight on the unique
challenges individual contact centers and their customers face,”
said Darren Rushworth, APAC President for NICE. “There is no
one-size-fits-all model because there is no one-size-fits-all
customer. NICE inContact is handing Ergon Energy Retail the tools
to customize and craft the customer experience solution that takes
their needs and considerations into account, first and
foremost.”
About NICE inContact CXone NICE inContact CXone is the
leading cloud customer experience platform. Only CXone unifies
Customer Analytics, Omnichannel Routing, Workforce Engagement
Management, and Automation & Artificial Intelligence –
providing a seamless customer and agent experience – as part of one
enterprise-grade, cloud native platform. With its Open Cloud
Foundation, CXone powers rapid innovation via open APIs, leading
scalability and reliability (guaranteed 99.99 percent uptime), and
carrier-grade connectivity (guaranteed voice quality).
About NICE inContact NICE inContact works with
organizations of all sizes to create extraordinary and trustworthy
customer experiences that create deeper brand loyalty and
relationships that last. With NICE inContact CXone™, the industry’s
most complete cloud customer experience platform, we combine
best-in-class Customer Analytics, Omnichannel Routing, Workforce
Engagement, Automation and Artificial Intelligence, all on an Open
Cloud Foundation to help any company transform every single
customer interaction. See how our customer-centric expert services,
innovative software, extensive ecosystem of valuable partnerships,
and over a decade of global experience can help you transform every
experience and customer relationship for lasting results. NICE
inContact is recognized as a market leader by the leading industry
analyst firms. www.niceincontact.com
NICE (Nasdaq: NICE) is the world’s leading provider of
both cloud and on-premises enterprise software solutions that
empower organizations to make smarter decisions based on advanced
analytics of structured and unstructured data. NICE helps
organizations of all sizes deliver better customer service, ensure
compliance, combat fraud and safeguard citizens. Over 25,000
organizations in more than 150 countries, including over 85 of the
Fortune 100 companies, are using NICE solutions. www.nice.com
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking Statements This press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Rushworth, are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the “Company”). In some cases, such forward-looking
statements can be identified by terms such as “believe,” “expect,”
“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“plan,” “estimate,” or similar words. Forward-looking statements
are subject to a number of risks and uncertainties that could cause
the actual results or performance of the Company to differ
materially from those described herein, including but not limited
to the impact of changes in economic and business conditions,
including as a result of the COVID-19 pandemic; competition;
successful execution of the Company’s growth strategy; success and
growth of the Company’s cloud Software-as-a-Service business;
changes in technology and market requirements; decline in demand
for the Company's products; inability to timely develop and
introduce new technologies, products and applications; difficulties
or delays in absorbing and integrating acquired operations,
products, technologies and personnel; loss of market share; an
inability to maintain certain marketing and distribution
arrangements; the Company’s dependency on third-party cloud
computing platform providers, hosting facilities and service
partners;, cyber security attacks or other security breaches
against the Company; the effect of newly enacted or modified laws,
regulation or standards on the Company and our products and various
other factors and uncertainties discussed in our filings with the
U.S. Securities and Exchange Commission (the “SEC”). For a more
detailed description of the risk factors and uncertainties
affecting the company, refer to the Company's reports filed from
time to time with the SEC, including the Company’s Annual Report on
Form 20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20200915005609/en/
Corporate Media Cheryl Andrus, +1 801 320 3646,
cheryl.andrus@niceincontact.com
Investors Marty Cohen, +1 551 256 5354, ET, ir@nice.com
Yisca Erez, +972 9 775 3798, CET, ir@nice.com
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