Overview
2degrees, a New Zealand telecommunications company, struggled with two separate contact centre systems: One for its Auckland office that serviced its mobile phone customers and another in Christchurch for its broadband services team. The two separate solutions made it difficult to transfer customers, there was frequent downtime and call quality was poor.
With NICE inContact CXone™, 2degrees now has a unified system for both locations with far greater efficiency, including an 89% improvement in average response time and a 44% improvement in service levels. 2degrees’ customers are getting a better experience, and its agents are enthusiastic about CXone.
