Europcar Transforms Global CX with NICE CXone Related Articles NICE inContact Add New AI Capabilities to CXone NICE inContact CXone Provides a Strong ROI How Dialler Software Transforms CX NICE Advances AI-Driven CX with 2023 CXone Fall Release © Mikbiz - Shutterstock - 636632101 Filed under - Contact Centre News, NICE, NICE CXone NICE has announced that Europcar Mobility Group, a leading global provider of mobility solutions and car rental services, has successfully deployed NICE CXone, consolidating its contact centre infrastructure and providing agents with a single source of truth for all customer information. With customer service operations spread across Europe, North America, the Middle East, Africa, and Asia-Pacific, the company can now manage this from one centralized location, enabling consistency, improving the agent and customer experience, and providing the flexibility to adapt to future business needs. Europcar’s customer service was previously siloed by region, with each local operation deploying its own selection of contact centre solutions with differing analysis capabilities. After a speedy deployment across three brands and the eight largest corporate countries, Europcar has gained complete visibility into every customer and agent experience across the world. This business transparency allows the company to standardize operations globally and accurately measure the quality of service being delivered by all agents. With improved data insights, the company can empower employees by providing targeted training, discovering opportunities for praise, and presenting the necessary resources to succeed. Europcar has realized a ten percent reduction in interservice transfers in its UK subsidiaries with IVR optimization. New omnichannel capabilities allow the company to support customers wherever their journey begins, promoting self-service options and increasing first-contact resolution. “One of Europcar’s main objectives is the transformation of the corporate culture to standardize the customer experience on a global level,” said Christophe Carrère, Group Customer Engagement Director, Europcar Mobility Group. “As a complete and seamlessly integrated customer experience platform, NICE CXone allows us to respond to these challenges quickly and helps us standardize how we work and gain a complete view of our countries.” Darren Rushworth, President, of NICE International, said, “NICE is helping companies like Europcar consolidate their contact centre operations to improve customer and agent experience globally while driving business efficiency. By adopting NICE’s award-winning, scalable CXone platform, Europcar has standardized contact centres’ customer experience by offering state-of-the-art AI capabilities to a fully outsourced operational landscape. It has also empowered agents by harnessing data and turning it into powerful insights. We look forward to supporting their future success.” This blog post has been re-published by kind permission of NICE – View the Original Article For more information about NICE - visit the NICE Website About NICE NICE is a leading global enterprise software provider that enables organizations to improve customer experience and business results, ensure compliance and fight financial crime. Their mission is to help customers build and strengthen their reputation by uncovering customer insight, predicting human intent and taking the right action to improve their business. Read other posts by NICE Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: NICE Published On: 13th Dec 2023 Read more about - Contact Centre News, NICE, NICE CXone Recommended Articles NICE inContact Add New AI Capabilities to CXone NICE inContact CXone Provides a Strong ROI How Dialler Software Transforms CX NICE Advances AI-Driven CX with 2023 CXone Fall Release Related Reports Webinar Replay: Improving Contact Centre Efficiency White Paper: Why You Should Migrate Your Customer Experience Operations eBook: Cut Contact Center Costs Without Straining Employees Report: The State of the Market for Workforce Engagement Solutions Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter