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Hoboken, NJ, USA, March 17, 2021 -- NICE (Nasdaq: NICE) announced that BT has selected its Nexidia Analytics and Engage solutions to drive exceptional customer and employee experiences and increase operational efficiencies. BT currently uses several solutions in the NICE portfolio, including RPA and WFO, and is standardizing on NICE for customer service across its consumer and enterprise lines of business. The NICE solutions play a pivotal role in enabling the communications provider to efficiently manage and reduce escalations, boost first call resolution (FCR) and improve their brand net promoter score (NPS).

Simon Evatt, Director, Service Technology and Analytics, BT, said "NICE’s solutions and service methodology have made them a trusted partner that is instrumental in driving operational excellence. Our collaboration with Nexidia Analytics and NICE Engage provides us with comprehensive insights to understand customers’ needs, ensure compliance and deliver the kind of service that triggers ongoing customer loyalty."

"We are excited to strengthen our partnership of over a decade with BT," said John O’Hara, President, NICE EMEA. "NICE stands ready to support BT in transforming experiences and ensuring exceptional service quality, especially in today’s environment where customer service is more critical than ever."

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Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com

Date Posted: Friday, March 19, 2021