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News : Western Union’s Customer Journey Digital Transformation Fueled by NICE

#contactcenterworld, @NICELtd, @westernunion

Hoboken, NJ, USA, August 13, 2019 -- NICE (Nasdaq: NICE) announced Western Union, a global provider in cross-border, cross-currency money movement, has advanced customer experience through improved insight into their customer journeys with NICE Nexidia Customer Journey Optimization (CJO).

Western Union offers digital transactions in 70 countries to move money around the world. Western Union is constantly striving to innovate for their customers. The NICE Customer Journey Optimization solution provides Western Union with a holistic view into customer experience, creating new ways to drive customer satisfaction. By providing Western Union with a complete view of the customer journey, they can quantify the impact of exceptions in order to allocate resources appropriately, with the goal of improving customer experience and retention.

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"At Western Union, customer experience is our top priority. NICE Nexidia Customer Journey Optimization provides innovative new technology that enables visibility into our customers' paths in order to define, track, analyze and improve the processes," said Stanley Yung, Chief Customer Officer at Western Union. "With the power of CJO, we are able to leverage these new capabilities to seamlessly drive efficiency within our organization, which ultimately results in improved customer satisfaction. Our need to understand our customers and their needs continues to drive our digital transformation."

"One of the biggest challenges when trying to achieve superior customer experience is to determine exactly where the common pain points are," said Barry Cooper, President, NICE Enterprise Group. "NICE Customer Journey Optimization ingests non-personal data from various customer experience solutions and identifies opportunities for improvement. Western Union is a customer centric organization and with the help of NICE CJO they are able to identify solutions that improve their customers' experiences."

#contactcenterworld, @NICELtd, @westernunion

Posted by Veronica Silva Cusi, news correspondent
Source: Nice


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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About Western Union:
Company LogoThe Western Union Company is a financial services and communications company based in the United States. Its North American headquarters is in Englewood, Colorado.
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Today's Tip of the Day - Choosing A Solution

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

Published: Thursday, August 15, 2019

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2022 Buyers Guide Visual Communications

 
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SJS Solutions

Optymyse
Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people. Using a scientifically supported formula, Optymyse delivers stunning visuals which unlock the full potential of your contact centre whilst protecting the mental wellbeing of all of your employees.


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TeamViewer

Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 

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