Tuesday, 06 February 2018 10:45

Optus deploys customer experience solution from NICE inContact

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Optus is partnering with customer experience software provider NICE inContact in a deal which sees the software being deployed by Optus throughout Australia.

Optus says the cloud, multi-channel solution will provide Optus Business customers an easily deployed solution, with no on-premise infrastructure or upfront costs.

The telco says, in addition, NICE inContact CXone has a flexible, scalable model that is able to address immediate operational needs and grow with the business.

The NICE in Contact CXone solution is designed to improves a company’s ability to capture real-time information across the channels which customers use to contact a business, including online, in-store and mobile.

Cam Harris, director Digital Business Solutions, Optus Business, said: “Today’s customers expect a seamless contact experience whether connecting via phone, app or chat. Businesses want solutions that are easy to deploy, cost effective and improve productivity.

“Optus Business is pleased to bring the multi-channel solution to our Australian customers who are striving to deliver exceptional customer experiences with a reliable, quick solution.”

“Our partnership with Optus Business represents a key milestone in the global expansion of NICE inContact and our efforts to help businesses move faster and work smarter. Businesses in Australia now have access to an affordable solution – with full support – previously deemed too complex to integrate,” said Darren Rushworth, APAC president for NICE.

The partnership is an extension of a longstanding relationship between Optus and NICE, which acquired inContact in November 2016.

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Peter Dinham

Peter Dinham is a co-founder of iTWire and a 35-year veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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