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News : NICE CXone Selected by Whakarongorau Aotearoa to Improve Contact Center Operations

#contactcenterworld, @NICELtd

Hoboken, NJ, USA, Mar, 2023 - NICE (Nasdaq: NICE) announced that Whakarongorau Aotearoa – New Zealand Telehealth Services has implemented NICE’s CXone cloud-native platform to transform its contact center operations and deliver frictionless customer experiences to support the health of the New Zealand public.

Whakarongorau Aotearoa is a social enterprise that manages the New Zealand government-funded national telehealth services across seven digital channels as part of the National Telehealth Services Contract, operating several contact centers.

After growing its operations significantly throughout the COVID-19 pandemic to respond to the needs of the public, Whakarongorau Aotearoa realized it needed a more agile and flexible solution to handle its operational needs. To move into its next phase of maturity and to better respond to strategic opportunities and community needs digitally, Whakarongorau Aotearoa selected NICE and its partner Converged Communication Network Applications (CCNA) to transition its contact center environment to a mature, cloud-based contact center solution that delivers greater scalability to rapidly respond to changing business requirements and adapt to evolving public health concerns.

NICE CXone enables Whakarongorau Aotearoa to meet its immediate needs. As Whakarongorau Aotearoa operates the centralized platform for New Zealand’s National Telehealth Services, it provides significant reporting requirements to the New Zealand government. CXone delivers comprehensive reporting capabilities that allow the organization to achieve greater insight into its services at a granular level, providing Whakarongorau Aotearoa the ability to further streamline its operations. Additionally, CXone allows Whakarongorau Aotearoa to continue to evolve and deliver to more channels in which it can better support the New Zealand public.

Mike Mulvaney, Director of Technology Services, Whakarongorau Aotearoa – New Zealand Telehealth Services, said, "The health of the New Zealand public is of the utmost concern for Whakarongorau Aotearoa. NICE CXone enables us to rapidly respond to changing public health events, seamlessly scale the supporting workforce as needed without disruption to service users and will empower us to provide better service to reach even more New Zealanders."

Darren Rushworth, President, NICE International, said, "CXone will provide Whakarongorau Aotearoa the ability to seamlessly move into its next phase of maturity and grow with the organization as it continues to evolve. CXone will allow them to support New Zealanders effectively and create exceptional customer experiences."

#contactcenterworld, @NICELtd

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


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 - Getting The Ergonomic Programme Right

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

Published: Friday, March 10, 2023

Printer Friendly Version Printer friendly version

2024 Buyers Guide Speech Technology

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

3.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
 

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