Aims to Increase Operational Efficiency Via Single Source of Truth
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.