Global Manufacturing Company Transforms Customer Experience with NICE inContact CXone

Fortune 100 manufacturing business deployed NICE inContact CXone to over 3,000 agents in 48 countries to support diverse, global contact center environments

NICE inContact, a NICE business, announced that a multi-industry manufacturing company focused on innovative technology solutions for global industries, has significantly improved its contact center operations, including seeing a significant uptick in Net Promoter Score in one division, by implementing NICE inContact CXone globally to over 3,000 agents in 48 countries. The company’s executive leadership identified improving the customer experience (CX) as a key business initiative, and recognized the contact center as a lynchpin to their efforts to make CX easier, regardless of location.

The global manufacturing leader has more than 200 contact center locations across the globe. NICE inContact CXone is helping drive its CX transformation and NPS improvements by powering a consistent experience and view of the customer across locations and business units. CXone unified and intelligent cloud customer experience platform gives the company the ability to quickly see when issues arise, along with the insight to address issues just as quickly in order to increase first contact resolution. CXone allows the company to deploy virtual contact centers across multiple physical sites without any hardware.

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The global manufacturing company relies on NICE inContact CXone coaching and real-time monitoring tools, unified on CXone, to enhance agent training. Dashboards, analytics and reporting give supervisors the insights they need to provide targeted feedback, helping agents resolve customer issues faster and more efficiently. The company recognizes that better equipped supervisors and agents mean better customer experiences.

“We’re excited to work with this global manufacturing leader to help power their global customer experience transformation and achieve their NPS improvement goals. Today, businesses of all sizes and across all industries are transforming their contact centers in order to meet changing customer expectations, and manufacturing is certainly not an exception,” said Paul Jarman, NICE inContact CEO. “To compete in today’s customer experience economy, both B2C and B2B companies are investing in cloud contact center software to give agents the flexibility and tools they need to drive faster resolutions and deliver exceptional customer experiences with each and every interaction.”

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Contact centers of all sizes are increasingly turning to NICE inContact CXone to transform customer experiences based on its proven scalability, reliability, security and innovation leadership with AI-powered, digital-first customer and agent experiences. CXone is an extensible, elastic, and open cloud platform that provides flexibility, enables integration with any CRM, ERP (enterprise resource planning) or custom application, and supports rapid and ongoing innovation to differentiate service offerings.

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