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BT Selects NICE Solutions to Boost Customer Experience

Aims to Increase Operational Efficiency Via Single Source of Truth

BT has selected NICE’s Nexidia Analytics and Engage Solutions to boost customer as well as employee experience. Also, the company looks forward to increasing its operational efficiencies.

BT at present utilizes several solutions in the NICE profile, such as RPA and WFO, and is now deploying the NICE solution across its complete lines of business. The NICE solutions are allowing BT to organize and reduce escalations, increase first call resolution (FCR) and enhance the brand net promoter score (NPS) of the company.

Deeper Insights For Better Understanding

Nexidia Analytics and Engage Solutions will allow the contact centers to use the same platform to carry out seamless operations by engaging a single source of truth. The new addition will also assist the company in gaining insights to better understand their customers and optimize customer service quality.

In addition, it will also provide an omnichannel interaction recording platform that is featured with high security and resilience standards.

John O’Hara, president, NICE, said that they are ready to assist BT in changing the experiences and allowing the company to offer exceptional service quality.

About the author

Efrat Vulfsons
Efrat Vulfsons is the CEO & Co-Founder of PR Soprano and the editor of CXBuzz parallel to her soprano opera singing career. Efrat holds a B.F.A from the Jerusalem Music Academy in Opera Performance.


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