Auckland, New Zealand, Nov. 15, 2021 - Nexans, New Zealand’s largest cable manufacturer, has partnered with BayCom New Zealand and NICE to implement NICE CXone, the industry’s leading contact centre as a service (CCaaS) platform, across its local operations to support its move to Microsoft Teams and provide a platform for remote work.
With the COVID-19 pandemic forcing Nexans New Zealand to shift its support team from its offices in Auckland, Christchurch, and New Plymouth to a remote working model, the company needed to better support its disparate team. Following the successful implementation of CXone in Nexans Australian counterpart’s contact centre, NICE was engaged through its partnership with BayCom New Zealand to support the establishment of a local contact centre with a cloud-based solution.
Nexans New Zealand needed a solution that would support remote workers as its contact centre operations were established, with the long-term view that the solution would integrate with Microsoft Teams as part of a wider digital business transformation. BayCom New Zealand conducted a demonstration with the Nexans New Zealand team to show the features and functionalities of the solution and, after determining it would meet the company’s needs, it was selected as the ideal solution for the contact centre integration.
Nathan Fenwick, IT Manager, Nexans New Zealand, said, "The NICE CXone solution met every business requirement that Nexans New Zealand had, including the need to integrate with Microsoft Teams down the track. The Australian offices already had the NICE CXone solution, which was working seamlessly, giving us the assurance it could do the same for us."
Steve Bower, general manager, BayCom New Zealand, said, "BayCom New Zealand is committed to supporting its customers with innovative and comprehensive solutions. The NICE CXone platform is the perfect solution for a COVID-19 world as it provides a fully functional contact centre environment for remote contact centre operations with omnichannel capability across all channels including voice, chat, text, email, and social media on one platform, providing a better customer experience across the entire customer journey. NICE CXone is the most comprehensive contact centre offering in the market."
A cloud-native omnichannel platform, the NICE CXone implementation provides Nexans New Zealand a flexible and fully functional contact centre environment to facilitate remote working, reducing the need for on-premises hardware and giving Nexans’ IT team additional flexibility and control over the contact centre.
Darren Rushworth, President, NICE APAC, said, "NICE, in collaboration with its NICE CXone certified partner, BayCom, is pleased to support Nexans New Zealand in establishing its new contact centre operations. This helps Nexans’ customers engage through the channel of their choice for a consistent and seamless experience. NICE CXone ensures that Nexans New Zealand is set up to do this no matter where it chooses to operate now, and into the future."
BayCom is 100% New Zealand owned and over the past 15 years has evolved into one of New Zealand’s leading technology providers delivering robust, flexible, leading-edge and profitable business-grade solutions. Our team have an outstanding track record within the ICT industry and have developed a fresh approach, methodology and professionalism in delivering technology-based solutions. We understand the challenges of local business and what's required to support everything from legacy infrastructure through to modern cloud-delivered solutions.
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.
Published: Tuesday, November 16, 2021
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