• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Platform

      CXone Mpower Platform

      • Platform Overview

        Complete AI platform for customer service automation

      • Enlighten AI

        Powering smarter CX with AI-driven insights and automation.

      • Cloud Architecture

        Innovative cloud-native foundation to rapidly scale extraordinary CX

      • Dashboards & Reporting

        Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

      • Integrations

        Seamlessly connect your business systems with our platform

      • Trust & Compliance

        Securing your trust with every interaction

      Discover the full value of AI in customer service

      Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

      Calculate your savings

    • Products
      • Explore all Products

      • Capabilities

      • Interaction Orchestration

        Interaction Orchestration

        Orchestrate all interactions and workflows across every customer service touchpoint.

        Learn more

        • Omnichannel Routing

          Reduce wait times and boost conversions with smart customer-agent matching.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, and proactively connect to reduce friction.

        • AI Orchestrator

          Unify and optimize every customer service workflow from intent to fulfillment.

        • Agent Desktop Workspace

          Connect front and back office teams with data, conversations, and workflows together in one place.

      • Workforce Augmentation

        Workforce Augmentation

        Amplify team performance with specialized AI copilots for every role.

        Learn more

        • Specialized AI Copilots

          Elevate human performance with specialized AI copilots for every role.

        • Workforce Engagement Management

          Elevate employees, adapt to flexible work, and meet expectations - without compromise.

        • Automated Agent Notetaking

          Instantly summarize interactions - accelerating resolution times and agent efficiency.

        • Voice of the Customer

          Unlock customer insights to enhance experiences, drive loyalty, and boost business growth.

        • Interaction Analytics

          Gain AI-powered insights from 100% of interactions to drive continuous improvement.

      • Service Automation

        Service Automation

        Automated customer self-service solutions increasing retention rates.

        View Products

        • Intelligent Virtual Agent

          Boost self-service satisfaction and conversion with conversational AI agents.

        • Experience Optimization (XO)

          Synthesize real customer conversations to identify your top automation opportunities.

        • Proactive AI Agent

          Keep customers engaged in conversation from onboarding to installation, service, and retention.

        • Knowledge Management

          Activate AI-powered enterprise knowledge to increase self-resolution rates and loyalty.


      • Solutions

      • By Industry

        By Industry

        • BPO

          Business Process Outsourcers

        • Financial Services

          Customer experiences that count

        • Government

          Elevate citizen trust

        • Healthcare

          Healthy patient experiences

        • Insurance

          Secure policyholder experiences

        • Retail

          Delight customers where they shop

        • Telecom

          CX for Telecommunications

        • Travel & Hospitality

          Boost traveler and guest loyalty

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • By Business Initiative

        By Business Initiative

        • Grow Revenue

          Boost conversions and win rates to accelerate growth

        • Engage & Empower Employees

          Create a workplace of truly engaged employees

        • Boost Customer Loyalty

          Improve customer loyalty on interactions across the journey

        • Drive Digital Transformation

          Integrate digital technology at the center of CX

        • Small and Medium Business

          Drive growth and boost revenue with smarter, cost-effective customer service built for SMBs.

        • Call Center Software

          Empower agents to provide better experiences

        • Increase Operational Efficiency

          Leverage AI and automation to increase agent retention

        • Move to the Cloud

          Elevate experiences by moving operations to the cloud

        • Improve Compliance

          Protect your consumers with pre-built compliance solutions

        • Proactive Customer Engagement

          Elevate customer satisfaction with proactive conversational AI

      • Integrations & Custom Solutions

        Integrations & Custom Solutions

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Pre-Built Integrations

          Seamlessly connect your business systems with our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Partner Ecosystem

          Embark on a journey of shared success and collaboration

        91% of customers recommend NiCE as a preferred CCaaS vendor

        Gartner® named NiCE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.

        Get report


      • View All Products
    • Services
      • Explore all Services

      Professional Services

      • Professional Services

        Industry-leading expertise, tools and know-how

      • Implementation Partners

        NICE-certified implementation partners

      • Business Consulting

        Your partner for successful transformation

      Training

      • Contact Center Training

        Tailored education delivered by CX experts

      Support & Assistance

      • Customer Support

        Global support you can depend on

      Make the smartest buying decision with the latest Gartner analysis

      NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

      Get report

    • Resources

        Knowledge Base

        • All Resources

          Whitepapers, datasheets, demos and more

        • Analyst Perspectives

          Contact center reports from third party analysis

        • Terms Glossary

          Detailed descriptions of industry-related terms

        • FAQs

          Contact center focused frequently asked questions

        • Guides

          Expert insights for superior CX

        Learning & Insights

        • On-Demand Webinars

          Browse our extensive webinar catalog

        • Interactive Product Tours

          Explore the complete platform with our self-guided demos

        • Blog

          CX industry guidance by contact center experts

        • Why NiCE? Video Series

          Step Inside The Room Where It Happened to see CX AI in action

        • NiCE & Simple: Video Demo Series

          Brilliant, bite-sized videos from our top product pros

        Community

        • Events

          Upcoming events and webinars

        • Customer Stories

          Our customer's success is paramount. Read case studies about real CX transformation

        • NiCE Clubs

          Collaborate, learn, and share best practices for customer service excellence

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • Company

          Company

          • About Us

            Powering seamless cloud experiences

          • Investors

            Investors relations, reports and filings

          • Global Offices

            Interactive map of locations worldwide

          • Careers

            View job openings and learn about our culture

          • NiCE Leadership

            Meet our global leadership and executive team

          News & Media

          • Events

            Upcoming events and webinars

          • Press Releases

            Find the latest updates from NiCE

          • Media Center

            Media contacts and resources

          Corporate Governance

          • NiCE Trust Center

            Securing your trust with every interaction

          • Market Leadership

            Discover why NiCE is the market leader

          • Corporate Responsibility

            In a world where you can be anything, be NiCE

          Make the smartest buying decision with the latest Gartner analysis

          NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

          Get report

          • ENLanguages
            • English
            • Deutsch
            • Français
            • 日本
            • 简体中文
            • العربية
            • 한국
            • Español
          • Get Started
            • Login
            • Status
            • Support
            • Partners
            • Pricing
            • Careers
          • Home
          • Resources
          • CXone Powers Energy Company’s Success in France

          Customer Story

          • CUSTOMER PROFILE
          • The Challenge
          • The Solution
          • Opportunities Identified
          • What can NiCE do for you?

          • VIEW A DEMO

          Company

          • About Us
          • Careers
          • Global Leadership
          • Media Center
          • Investors
          • Awards
          • Global Office Locations
          • Contact Us
          • CCaaS
          • Customer Experience
          • NiCE Public Safety
          • NiCE Actimize
          • NiCE RPA

          Partners

          • NiCE Partners Overview
          • Developer Partners (DEVone)
          • CXone Mpower Partner Portal
          • NiCE Help Partner Portal
          • NiCE User Group

          Customer Support

          • Customer Support Overview
          • CXone Mpower Support Login
          • NiCE Customer Support
          © 2025 NiCE
          • Terms of Use
          • Site Map
          • Privacy Policy
          • Legal
          • Cookies Settings
          • Accessibility

          Stay Connected

          © 2025 NiCE

          Case Study: Energy Company

          Utilities Company Integrates CXone and Google Analytics for Digital Customer Acquisition

          CXone offered a unique combination of ease-of-use and flexibility that enabled Webhelp to implement 360-degree customer management.

          View story

          CUSTOMER PROFILE

          The Challenge

          Recently, the company expanded into the competitive French consumer market with the goal of helping to reduce users’ dependency on fossil fuels. Its 23 advisors handle 100,000 contacts annually using phone, email and chat.

          To launch its new French operation, the company engaged Webhelp, a global leader in business process outsourcing and a NiCE CXone partner, to act as a managed service provider and deliver a scalable, omnichan­nel contact center solution.

          “In the competitive French consumer market, customer service is a huge differentiator,” explains Delphine Burband, Global Technology Solutions Marketing Manager for Webhelp. “Our client wanted to implement a 100% digital sales strategy for all aspects of customer service, including lead acquisition, data management, conversion and more. The company also wanted a clear understanding of exactly which marketing channels produce the highest return in order to implement cost-effective custom­er acquisition campaigns.”

          “In order to go to market quickly, the company also needed to have its customer service center live within 90 days,” Delphine continues. “To sat­isfy some unique requirements and a quick time frame, Webhelp needed to select a contact cen­ter solution that was easily customizable and scalable with future growth.”

          The Solution

          CXone integration with Google Analytics enables 360 degree customer management

          Webhelp and its client’s French executive team chose NiCE CXone as the best solution.

          CXone offered a unique combination of ease-of-use and flexibility that enabled Webhelp to implement 360-degree customer management, including inte­gration with Google Analytics, to track the customer journey from acquisition to conversion.

          “We integrated CXone with Google Analytics us­ing CXone APIs,” explains Mathieu Jougla, Business Development Director for Global Technology Enablement at Webhelp. “With this unique cus­tomization, our client can track leads from beginning to end in order to analyze channel con­version rates and pinpoint which marketing campaigns are performing best.”

          The process starts when potential customers view the company’s marketing banner on a third-party website. “It advertises on many different web­sites,” explains Mathieu. “The banners display a phone number, which consumers can call to get more information, or they can click on the banner to be redirected to the website. Based on whether the prospect chooses to call or click, we use inte­gration between CXone and Google Analytics to track the lead.”

          “For phone interactions, callers are given a unique phone number, so we know which third-party website they visited. If a prospect subscribes to our client’s services, CXone sends an event to Google Analytics, which lets us track the entire lead acquisition journey.”

          “For the web, it’s a bit different,” says Mathieu. “In that case, the viewer clicks on the banner and is redirected to the website. Then, if they initiate a web chat with an advisor and become a sub­scriber, a disposition code is assigned to the interaction indicating that a sale was made. The web chat invitation has a unique Google Analytics session ID so we can track the interaction from initial interest through conversion.”

          “This unique integration between CXone and Google Analytics makes it possible for the com­pany to optimize its marketing budget. Because sales can be precisely attributed to the appropri­ate channels, the company doesn’t need to guess which marketing campaign performs best,” says Mathieu.

          Opportunities Identified

          Scalability supports cost-effective growth

          It was also important that the contact center so­lution selected be highly scalable to keep pace with anticipated growth.

          “It’s critical that service levels are maintained as our client grows and its business needs evolve,” says Delphine. “CXone is a very flexible and scal­able solution. If interaction volumes fluctuate, we can quickly add new advisors and adjust our ca­pacity. If we need to expand our omnichannel capabilities, such as supporting social media, it can be done very easily.”

          “Regardless of how quickly the company grows, infrastructure requirements can always be cost-effectively supported with CXone. CXone’s pricing is based on a pay-as-you-use model, which helps ensure predictable costs. It’s reassuring to know that our client’s future growth will always be supported without incurring additional infrastruc­ture expenses,” says Delphine.

          Unified platform streamlines training and performance tracking

          The fact that CXone is a unified platform was also a big plus. “The company wanted to avoid having advisors spend unnecessary time navigating be­tween multiple contact center solutions because the potential delay could negatively impact cus­tomer service,” explains Delphine.

          CXone’s intuitive interface streamlined the train­ing process, which was important to meet the 90-day deadline for going live. “CXone training was very quick because advisors had just one in­terface to learn. We’ve received very positive feedback from them; they feel CXone is very intui­tive and easy to use,” says Delphine.

          “Using a unified platform also lets us quickly track performance—even across different channels—and ensure that we’re satisfying SLA requirements,” ex­plains Mathieu. “CXone is a key part of our client’s strategy to successfully enter the French consumer market. The company is highly satisfied with CXone because it’s giving them very useful infor­mation related to their marketing campaigns,” says Mathieu. “The managed solution we’ve created for our client using CXone helps the company suc­cessfully close deals, increase sales and optimize marketing.”

          Delphine echoes that sentiment. “When you’re building a company, things can change quickly as you learn what works. The fact that CXone is very flexible and can easily keep pace with our client’s growth is critical. This company needed a unified cloud solution like CXone that can evolve to sat­isfy its future needs.”

          Download PDF version

          Additional Case Studies

          NiCE CXone Helps Webhelp Nordic Drive International Growth
          Case Studies

          NiCE CXone Helps Webhelp Nordic Drive International Growth

          Contact Center Customer Experience Improvements from Start to Finish for Young Energy - NiCE
          Case Studies

          Contact Center Customer Experience Improvements from Start to Finish for Young Energy - NiCE

          Case Study: Utility Warehouse
          Case Studies

          Case Study: Utility Warehouse

          View All Case Studies

          “With CXone, our client’s future growth can always be supported without incurring additional infrastructure costs.”

          Global Technology Solutions Marketing Manager Webhelp

          ON THE NiCE SOLUTION

          “The integration between CXone and Google Analytics makes it possible for our client to optimize its marketing budget. Because sales can be precisely attributed to the appropriate channels, the company doesn’t need to guess which campaigns are performing best.”

          Business Development Director for Global Technology Enablement Webhelp

          Delphine Burband

          Mathieu Jougla

          Contact us

          If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For customer support, please visit our support page to log into the Customer Community portal.

          ABOUT

          This fast-growing energy company has an important mission: support energy transition by investing massively in renewable energy sources. The company has a broad presence across Europe, and with over 20,000 employees, it is one of Europe’s largest producers and retailers of electricity and heat.

          INDUSTRY

          Leading European energy company

          NiCE CXone SOLUTIONS

            • CXone Omnichannel Routing
            • CXone APIs
          • CXone Omnichannel Routing
          • CXone APIs

          RESULTS ACHIEVED

            • Increased customer satisfaction
            • Boosted agent engagement
            • Optimized marketing budget by focusing on channels with highest conversion rates
            • Deployed CXone in just 90 days
          • Increased customer satisfaction
          • Boosted agent engagement
          • Optimized marketing budget by focusing on channels with highest conversion rates
          • Deployed CXone in just 90 days

          Get Started with NiCE

          Join the thousands of businesses who trust NiCE to create exceptional customer experiences with purpose-built AI.

          Get a quote