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News : NICE CXone Selected by Wodonga TAFE to Digitally Transform its Customer Service

#contactcenterworld, @NICELtd

Hoboken, NJ, USA, Feb 2, 2022 -- NICE (Nasdaq: NICE) announced that Wodonga TAFE (Technical and Further Education), a vocational education and training provider located in north-east Victoria, Australia, has selected NICE CXone as the centerpiece of its contact center modernization and digitization initiative. The implementation provides improved reporting integrity, forecasting accuracy, visibility over agents, workforce management, and flexibility for remote working for Wodonga TAFE’s contact center teams.

Wodonga TAFE has recently undertaken a cloud transformation journey with the goal of improving the quality of service that current and prospective students receive after recognizing the need to increase visibility of incoming calls and reporting on customer experience across both its CX and student administrative services contact center teams. The organization also required a solution that would provide insight and analytics for improved and real-time reporting.

Wodonga TAFE engaged NICE and partner Generation-e to help transition from a single platform dedicated to only voice calls to an omnichannel solution that helps contact center teams deliver a more comprehensive service for students.

"By implementing NICE CXone, we are placing our customers’ experience as a top priority, offering more streamlined and effective communication channels for current and prospective students," Leanne Gibson, Team Leader – Customer Experience, Wodonga TAFE, said. "CXone provides all of the elements that Wodonga TAFE requires, including an omnichannel communication platform, interactive voice response (IVR), real-time reporting, and improved visibility into agent productivity and behaviors. The CXone implementation also lets us build out our contact center omnichannel offering by adding email, webchat, social media and other digital and self-service capabilities."

Biagio LaRosa, Managing Director, Generation-e, said, "Generation-e is dedicated to supporting its customers with innovative and comprehensive solutions that will empower them to achieve significant business benefits. When we assessed Wodonga TAFE’s requirements and looked at the technology available, CXone was the clear standout because of its scalability, capability, and resilience in the cloud."

Gibson said, "NICE CXone helped our contact center agents remotely deliver seamless experiences for its students and customers during a challenging time. We are committed to driving innovation through future-focused practices, and our engagement with NICE and Generation-e ensures that future solutions will create sustainable benefits to facilitate improvements. It put the student journey at the center of what Wodonga TAFE does."

Darren Rushworth, APAC President, NICE, said, "NICE, in collaboration with its NICE CXone certified partner, Generation-e, is pleased to support Wodonga TAFE in its transformation journey to improve its business performance and increase its operational efficiency. Our smart, fully-integrated cloud customer experience platform has helped revolutionize the concept of virtual contact centers even before work-from-home capabilities became crucial across the globe."

#contactcenterworld, @NICELtd

Posted by Veronica Silva Cusi, news correspondent

About NICE Systems:
Company LogoNICE (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.
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Today's Tip of the Day - Quality Of Service

Read today's tip or listen to it on podcast.

Published: Friday, February 4, 2022

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2023 Buyers Guide Recruitment Products/Services


Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.


HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!


VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation

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