News : BT Group Replaces Legacy WFO Solutions with NICE for Contact Center Revitalization
Hoboken, NJ, USA, Sept, 2017 -- NICE (Nasdaq:NICE) announced that BT Group, a United Kingdom-based multinational communications company, has selected NICE’s solutions to transform its contact center operations. Replacing its previous recording and workforce management solutions, BT is implementing NICE WFM, NICE Engage, and Nexidia Analytics across the Group over the next three years.
BT Group PLC supplies telecom services to corporate and government customers worldwide. The company also provides telephony, broadband and subscription television services.
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Seeking to transform its contact center operations, BT decided to upgrade and centralize its platforms for improved customer experience, optimized total cost of ownership, and ensured regulatory compliance. To this end, BT undertook an extensive selection process that resulted in standardizing on NICE for multi-channel recording, speech and text analytics and workforce management (WFM).
Libby Barr, Managing Director of Consumer Customer Care, BT Group: "After extensive research we concluded that the NICE WFM, Engage and Analytics platforms were the best in the market, with a proven track record of helping organizations such as ourselves deliver better outcomes for our customers whilst also allowing for simplified support processes. We look forward to partnering with NICE as we embed their use into our contact centers."
Rachel Higham, Managing Director of IT, BT Group: "The NICE Workforce Management technology deployed across all BT customer service organizations is a fundamental requirement in order to support a multi-brand, multi segment business. We chose the NICE hosted solution to reduce deployment timescales. NICE’s integrated platforms permit increased operational flexibility and will contribute to a faster return on our investments in contact center infrastructure."
John O’Hara, president of NICE EMEA: "With the roll-out of the three complementary NICE solutions at BT – focused on employees, channels and customers – they are reinventing customer service and significantly improving employee engagement with new features and functionalities. BT’s contact center evolution reflects NICE’s position as a driver of actionable insights and efficiency across customer-centric operations in the telecommunications industry, with solutions that both reward and create successful employees."
#contactcenterworld, @NICELtd, @BT
Posted by Veronica Silva Cusi, news correspondent
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About NICE Systems:
NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
BT is provider of communications services and solutions for everybody in the UK and for corporate customers in the rest of Europe, with global reach through partnerships. BT provides services for all UK customers, network services and solutions for communication companies, worldwide business solutions, internet services, and advanced research and technology.
Published: Tuesday, September 12, 2017
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