Dutch Railways Digitally Revolutionizes Transportation with NICE CXone
2024年9月10日 - 9:00PM
ビジネスワイヤ(英語)
Dutch Railways’ use of NICE CXone boosts agent
and customer experiences
NICE (Nasdaq: NICE) today announced that NS (Dutch
Railways), the principal railway operator in the Netherlands, has
successfully moved its customer experience operations to the cloud
with the industry-leading NICE CXone. Dutch Railways moved off
multiple legacy incumbent vendors and selected the CXone Complete
Suite and NICE Workforce Management to consolidate its operations
with a leading platform vendor capable of digital and automation
innovation.
Dutch Railways sought a reliable solution to streamline
disparate systems and increase operational efficiency, selecting
CXone and WFM to improve agent efficiency, agent satisfaction, and
enable a complete redesign around omnichannel and customer
journeys. The railway operator has also noted a reduction in
contact center costs, an increase in customer satisfaction, and an
increase in agent satisfaction due to evenly distributed workloads.
True to Interval (TTI), an exclusive feature of NICE WFM, supports
handling blended synchronous and asynchronous interactions to
utilize activity-based staffing requirements, enabling 90 percent
of the railway’s agents to handle interactions across voice and
digital channels.
Rene Klaassen, Business Consultant, Dutch Railways, said,
“Once we focused on customer intentions, we saw how it could
simplify the service experience, but we also kept the goals of
doing good for our agents and good for Dutch Railways. Knowing that
the agents could see the benefits was a truly happy moment for me.
With NICE and our partner BrightContact, we will continue to
provide exceptional experiences for our customers.”
“Dutch Railways' decision to migrate to CXone in order to
improve operational efficiency showcases the superiority of NICE’s
platform, and this value is evident in their initial results,” said
Darren Rushworth, President, NICE International. “NICE’s
commitment to providing exceptional customer CX is highlighted
through the success of our clients, and I’m thrilled to see how
Dutch Railways expands its use of this next-gen technology into the
future.”
About Dutch Railways Dutch Railways (formally Nederlandse
Spoorwegen) is the principal railway operator in the Netherlands.
It provides train transportation in the Netherlands, international
train services connecting to neighbouring countries like Belgium
and Germany, high-speed trains, and regional train services to
smaller towns and cities. www.ns.nl
About NICE With NICE (Nasdaq: NICE), it’s never been
easier for organizations of all sizes around the globe to create
extraordinary customer experiences while meeting key business
metrics. Featuring the world’s #1 cloud native customer experience
platform, CXone, NICE is a worldwide leader in AI-powered
self-service and agent-assisted CX software for the contact center
– and beyond. Over 25,000 organizations in more than 150 countries,
including over 85 of the Fortune 100 companies, partner with NICE
to transform - and elevate - every customer interaction.
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Forward-Looking Statements This press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Rushworth, are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the “Company”). In some cases, such forward-looking
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version on businesswire.com: https://www.businesswire.com/news/home/20240910096134/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, media@nice.com, ET
Investors Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, ir@nice.com, CET
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