US Financial Institution Moves 4,000 Seats to the Cloud

A top -five US financial institution with global operations has selected NICE inContact CXone for a transformation to the cloud, with a 4,000-seat deployment.

The digital banking innovator chose CXone to power quick and contextual omnichannel customer experiences across multiple lines of business, while supporting the operational needs of this heavily regulated industry.

The organisation aims to reduce Average Handle Time (AHT) by 30% in support of its dedication to providing simple and convenient financial products and services.

The bank was looking for a robust, open and flexible cloud contact centre solution, and plans integration with multiple CRM systems.

Today’s highly competitive customer experience economy calls for brands in all industries to elevate their game.

In particular, the banking and financial services sector faces increased pressure from non-traditional financial technology companies.

Customers not only expect fast service, but service that is convenient, contextual and personalised to their individual preferences.

Highly regulated financial institutions must remain compliant while achieving exceptional levels of customer engagement in a mobile, on-demand and omnichannel digital environment.

“We’re pleased CXone was chosen for this large scale, comprehensive deployment by an innovative, top-five US financial institution,” said Paul Jarman, CEO of NICE inContact.

“This win demonstrates what we’re seeing in the marketplace – accelerated adoption of NICE inContact CXone by organisations of all sizes that are transforming to the cloud.”

“Enterprises are primed to benefit from the CXone cloud customer experience platform that enables companies to deliver immersive and engaging customer experiences that build loyalty, advocacy and wallet share.”

CXone can also unify omnichannel routing, analytics, workforce optimisation, automation and Artificial Intelligence (AI) on one platform.

To find out more, visit: www.niceincontact.com