The Royal Automobile Club of Western Australia (RAC) needed a cloud contact center solution to replace its on-premises Cisco UCCE system that was approaching end-of-life. RAC also used disparate solutions for webchat and email, which complicated answering customers’ queries and made the consultant’s jobs more difficult.
With CXone, RAC simplified its previously complex environment by eliminating 90% of Cisco’s IVR scripts and consolidating all communication channels on CXone omnichannel. Consultants no longer need to remember login information and how to use different interfaces for multiple systems which streamlines interactions and improves the member experience.
As DSW grew, they found their Genesys contact center solutions were holding them back. They needed a more robust solution for their contact center that could scale with their growth.
NICE CXone Interaction Channels
NICE CXone Interaction Channels provide over 30 options to connect with customers in their channel of choice – including chat, messaging options like WhatsApp and SMS as well as voice. Offer a consistent journey across all the channels your customers want and quickly add new channels to stay ahead of the competition.
A powerful agent Interface
Help your agents provide a seamless omnichannel customer experience with one powerful interface for all tools and channels.