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News : NICE inContact CXone Helps Vera Bradley Enhance CX
NICE inContact, a NICE (Nasdaq: NICE) business, announced business results for Vera Bradley achieved with the NICE inContact CXone Business Line Texting Solution, including integrated Textel two-way texting, that increases contact center agent efficiency and enhances customer experience. Textel, a NICE inContact DevONE partner, provides SMS and MMS on existing contact center phone numbers and is available on CXexchange marketplace featuring ready-to-use applications designed to integrate with CXone.
Vera Bradley is a brand for women, specializing in handbags, luggage, and accessories. In an effort to increase customer service efficiency and enhance customer experience, they wanted to offer their customers an easy way to text customer service without giving out a new number just for texting.
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"CXone with integrated Textel has helped us better communicate with our customers. It was paramount to have unified applications on the NICE inContact CXone cloud customer experience platform. The solution works seamlessly and our agents continue to work within a single, easy to use desktop environment. We know customer service expectations are at an all-time high and each customer service situation needs to be handled as efficiently as possible. We are thrilled that so many of our customers prefer to text with us," said Susan Campbell, Director, Customer Service at Vera Bradley.
"The CXone customer experience platform enables contact centers to customize robust omnichannel solutions and continually adapt to changing requirements and customer expectations," said Paul Jarman, CEO of NICE inContact. "We’re pleased to share the results Vera Bradley achieved with CXone, in partnership with Textel."
Today's Tip of the Day - Integration
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About NICE inContact:
NICE inContact CXone™ is a unified cloud customer experience platform. CXone combines Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact’s solution empowers organizations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations. NICE inContact’s DEVone developer program is the industry’s largest partner ecosystem, providing applications from partner companies on the CXexchange marketplace that are designed to integrate with CXone.
Published: Monday, November 19, 2018
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