BT Group Announces Deployment of NICE Solutions

British telecommunications company BT Group (News - Alert) has announced that it will be deploying NICE solutions for both customer and employee experiences.

BT will be utilizing Nexidia Analytics and Engage solutions, two subdivisions of parent company NICE Ltd., which will provide clients with an array of tools to manage escalations, improve call resolutions, and increase brand net promoter scores. The solution package also provides clients with a secure, omnichannel interaction recording platform.

“Our collaboration with Nexidia (News - Alert) Analytics and NICE Engage provides us with comprehensive insights to understand customers’ needs, ensure compliance and deliver the kind of service that triggers ongoing customer loyalty,” said  Simon Evatt,Service Technology and Analytics Director at BT.

NICE solutions enable businesses to easily standardized operations through a single contact center platform, ensuring operations are consistent for customers every time. The combination of Nexida and Engage will give contact center employees ready access to contextual data and background details to speed up customer requests. Managers will also be supplied with new insights from recorded customer/employee interactions, so training can be personalized to boost customer service quality.

John O’Hara, president, NICE EMEA, said: “NICE stands ready to support BT in transforming experiences and ensuring exceptional service quality, especially in today’s environment where customer service is more critical than ever.”

Edited by Maurice Nagle