#contactcenterworld, @NICELtd

Hoboken, NJ, USA, Aug, 2021 -- NICE (Nasdaq: NICE) announced GWA Group Limited (GWA), a Australian suppliers of building fittings and fixtures, has implemented NICE CXone as part of its digital transformation and technology overhaul to support its transition to a digital-first cloud contact center platform capable of seamlessly managing a remote workforce while improving customer experiences.

GWA’s contact centers were previously operating on a legacy telephony system, which was unstable and could not be adapted to flexible and remote working requirements. After transitioning from its on-premises solutions a year ago, accelerated by the impacts of COVID-19 on operations, GWA sought a cloud-based platform that would integrate seamlessly with its other applications as part of an organizational transformation. The company wanted a solution that provided increased flexibility and scalability for contact center operations, while also supporting a remote workforce.

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GWA chose CXone due to the breadth and depth of its functionality and cloud native features, including automated workforce management, quality management and interaction analytics. CXone is built and optimized for the cloud and can enhance the way businesses harness data for actionable growth and success, and therefore GWA is now scaling the platform across its operational regions, including Australia, New Zealand and the UK.

"It is clear, the pandemic accelerated the digital transformation of companies around the world," said Paul Jarman, NICE CXone CEO. "Contact center transformation is key to this initiative as it is no longer simply a place to respond to customer issues – it now has more power to build customer relationships that last and drive larger business outcomes than ever before. We are pleased to be a part of GWA’s digital transformation, and we look forward to helping them remain agile in today’s increasingly remote digital world."

"With our NICE CXone implementation, every process across our operations is changing and it’s quite an exciting time for GWA," said Alex Larson, General Manager – Technology and Transformation, GWA. "CXone is helping us move the business to a place where we can react based on the here and now with real-time feedback and guidance on customer interactions, rather than looking back in three months' time and facing the inability to change. Most companies would only ever dream of what we’re achieving this year."

#contactcenterworld, @NICELtd

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