BPA Featured Article

BT Group Employs NICE to Revive Contact Center

By Mandi Nowitz, Web Editor
September 08, 2017

U.K. based multinational communications company, BT (News - Alert) Group, has chosen NICE solutions with the hopes of transforming contact center operations after working with Legacy WFO Solutions. Over the next three years, we will see NICE WFM, NICE Engage, and Nexidia (News - Alert) Analytics become implemented at BT. It is pertinent that with the high volume they have a qualified and competent call center that can manage all of the tasks thrown at them, something that NICE takes pride in.

"After extensive research we concluded that the NICE WFM, Engage and Analytics platforms were the best in the market, with a proven track record of helping organizations such as ourselves deliver better outcomes for our customers whilst also allowing for simplified support processes. We look forward to partnering with NICE as we embed their use into our contact centers,” says Libby Barr, Managing Director of Consumer Customer are at BT. "With the roll-out of the three complementary NICE solutions at BT – focused on employees, channels and customers – they are reinventing customer service and significantly improving employee engagement with new features and functionalities. BT’s contact center evolution reflects NICE’s position as a driver of actionable insights and efficiency across customer-centric operations in the telecommunications industry, with solutions that both reward and create successful employees,” added NICE EMEA President, John O’Hara.

The statistics were there to prove that NICE was the best option to enhance customer service and call center engagement. They like to optimize contact center agencies as well as improve employee engagement yet there are no additional fees, which is an added benefit. The proven track record that NICE carries made the decision fairly easy for BT and it looks like the next three years will prove to be interesting.

Edited by Maurice Nagle