© ContactCenterWorld.com
NICE CXone Selected by Penrith City Council to Optimize its Contact Center Operations #contactcenterworld Located at the western fringe of the Sydney metropolitan area, Penrith City Council has 26 different business units that support more than 219,000 residents. The Customer Experience contact center answers a broad range of inquiries pertaining to childcare centers, cemeteries, road maintenance, and waste services. Penrith City Council required a cloud-based, omnichannel solution that was customizable and could integrate with its existing systems and deliver more comprehensive reporting capabilities. After a rigorous assessment process, the council engaged NICE and its implementation partner Generation-e to help transition from its outdated telephony system to CXone. David Parry, Customer Experience Manager, Penrith City Council, said, "Penrith City Council selected NICE CXone because it was an intuitive application that sat well with how the organization runs. NICE and Generation-e demonstrated how the solution would work in the day-to-day operations of Penrith City Council, including its comprehensive reporting capabilities and intuitive workforce management scheduling system. Penrith City Council is a cloud-first organization, making it essential that the contact center and its underlying telephony reflect that. Transitioning from an on-premises contact center solution to CXone was a critical step in Penrith City Council's digital transformation journey and one that affords the council more agility than it previously had." Darren Rushworth, President, NICE International, said, "NICE, together with Generation-e, is pleased to support Penrith City Council in its digital transformation by deploying CXone across its contact center operations. Penrith City Council delivers essential services to thousands of local residents, and CXone is now a critical piece of its supporting infrastructure, helping it deliver frictionless agent and customer experiences." Biagio La Rosa, Managing Director, Generation-e, said, "CXone was the best choice for Penrith City Council to help deliver exceptional customer experiences. CXone delivers a level of flexibility and simplicity that is necessary for a complex contact center environment and will help Penrith City Council drive efficiencies across its contact center." #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Wednesday, November 2, 2022 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |