Bell Integration Selects NiCE for CX Upgrade

NiCE has announced that Bell Integration will deploy its CXone platform to modernise service desk and business development operations across three sites, supporting up to 1,000 employees.

The implementation will introduce a single platform for voice, email, and live chat, combining AI capabilities such as Copilot and Feedback Management.

The system will integrate with tools including ServiceNow and Salesforce, replacing existing systems with a more unified environment.

By consolidating tools and applying AI across knowledge management, agent assistance, and feedback analysis, Bell aims to improve operational efficiency, standardise responses, and reduce resolution times.

Stuart McMinn, CTO of Bell Integration, said: “Today, we’re deepening our relationship with NiCE by selecting CXone as the foundation of our communications operations.

AI is a strategic pillar for Bell and our clients, and NiCE delivers both immediate value and a clear roadmap for what’s next, embedding world-class, AI-powered capabilities into a unified platform that helps us deliver service more efficiently while advancing our mission to be a trusted partner for innovative IT solutions.”

Darren Rushworth, President of NiCE International, said: “Bell is simplifying and future-proofing its customer operations by expanding its AI capabilities.

With CXone, Bell can unify workflows, agents, and knowledge on a single AI-ready platform, driving efficiency today while laying the foundation for an AI-first customer experience.

By embedding intelligence across every interaction, Bell is positioned to innovate faster and deliver the kind of seamless, personalized service that defines the future of customer engagement.”

For more information about NiCE - visit the NiCE Website

About NiCE

NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes.

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Author: Hannah Swankie
Reviewed by: Megan Jones