CXone will help the Australia-based electricity company deliver better customer support at scale through a breadth of applications and open API library
NICE inContact, a NICE business (Nasdaq: NICE), has announced that Ergon Energy Retail, a subsidiary of Australia-based Energy Queensland Limited, has chosen NICE inContact CXone as its cloud contact centre 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 its contact centre empowers its 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 centre 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.
Ayesha Razzaq, Executive General Manager of Ergon Energy Retail, said, “As a Queensland Government-owned business, we distribute electricity to 738,000 customers and answer 1.5 million calls per year across Queensland, Australia. It’s mission critical that we’re able to meet our customer’s needs and communicate with personalised, engaging experiences at scale – whether that’s coming from a contact centre 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 centres 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 per cent of contact centres that are not using cloud today are planning to accelerate their move to the cloud.
Darren Rushworth, APAC President for NICE, said, “The current climate has put a spotlight on the unique challenges individual contact centres and their customers face. 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 customise 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 organisations of all sizes to create extraordinary and trustworthy customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, 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 recognised 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 organisations 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 organisations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com
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