Auckland Council's focus on providing an outstanding customer experience was hampered by the on-premise contact centre system. Any changes to the system needed to be made by a third party, which was cost-prohibitive and time-consuming. Council also wanted the ability to develop self-service options such as conversational IVR and chatbots.
CXone Customer Testimonial: Extra Space Storage (Video)
One call center in Salt Lake City with 120 agents (20 of whom work at home) supports the entire Extra Storage Space operation. With 1600 facilities throughout the U.S., it’s the second largest self-storage company in the country. Moving to NICE and its CXone cloud customer experience platform is creating some remarkable results. Service levels are soaring. Email response times are now measured in minutes, not days. And Extra Space storage is able to provide even greater support for its agents and especially, at-home agents, who are a critical call center component. Happy agents mean happy customers, and Extra Space Storage says NICE makes all that easy!
NICE CXone Omnichannel Routing Brochure (PDF)
Seamlessly connect customers to the right agent across any channel with NICE CXone.
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.