#contactcenterworld, @NICELtd, @hastingsdirect
Hoboken, NJ, USA, Oct 24, 2023 – NICE (Nasdaq: NICE) announced that Hastings Direct has found great success migrating to the cloud by implementing NICE CXone to streamline and converge operations. Previously operating eight separate on-premise platforms across three countries, Hastings Direct wanted to gain greater insights into the data of its contact centers to improve efficiency and maximize productivity. Working with BSL Group, Hastings Direct deployed NICE CXone to modernize workstreams and unlock new business opportunities for customer communications.
With CXone, one common platform for voice, live chat, and email interactions between agents and customers, Hastings Direct was also able to boost productivity by gaining better transparency and visibility into the contact center for scheduling. To improve agent experience, a single sign-on (SSO) process was adopted. Agents can easily and frictionlessly access support resources and shift between calls and chats.
Lisa Irons, Head of Operational Transformation, Hastings Direct, said, "Amid an enterprise-wide investment in cloud capabilities, we knew it was time to bring our contact center into the digital future and we wanted to do it fast. NICE’s scalable CXone cloud platform allowed us to transition to the cloud rapidly and seamlessly. This is only the beginning, and we look forward to further investing in NICE’s offerings to grow our business even more."
"Hastings Direct’s move to the cloud empowers the company to quickly scale operations as the market evolves and prepare for future business needs," said Darren Rushworth, President, NICE International. "Just like Hastings Direct, companies of all sizes are realizing the power of cloud and AI technologies to transform contact centers and bring their business into the digital future. NICE remains committed to helping companies like Hastings Direct accommodate rapid growth while delivering truly exceptional customer experiences."
Posted by Veronica Silva Cusi, news correspondent
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.
About Hastings Direct:
Hastings Direct is a trading name of Hastings Insurance Services Limited, a UK personal lines insurance broker servicing customers online, by phone and by branch.
Published: Thursday, October 26, 2023
|Teckinfo Solutions Pvt. Ltd.
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.