As part of global business process outsourcer (BPO) Webhelp, Webhelp Nordic services five countries: Sweden, Denmark, Norway, Finland, and Latvia. Before they switched to NICE CXone, they used an on-premise solution that was difficult to upgrade.
Webhelp Nordic’s team of 1000 agents offer support in four languages, so they needed a cloud platform, like NICE CXone, to support both multi-skill, multiple languages, and multiple channels.
“Our customers want as many channels as possible such as social media, online chat, and SMS. NICE CXone satisfies their high expectations for multi-channel support,” says Per Vålvik CIO/CTO.
Omnichannel Routing - NICE CXone
See how superior customer service through CXone Omnichannel Routing makes all the difference when two brothers look to reschedule a service appointment for their beloved cars.