Scope consolidates its contact center
operations with NICE CXone’s world leading cloud CX platform,
delivering a solution for continued growth
NICE (Nasdaq: NICE)
today announced that Scope, one of Australia’s largest providers of
disability support services, has chosen the NICE CXone platform to
help streamline its contact center operations and better support
its clients across Victoria and New South Wales (NSW). The
implementation provides Scope with one smart and complete CX
platform underpinned by omnichannel capabilities that will scale
and expand with the business into the future.
Scope has more than 70 years of experience supporting people
with physical, intellectual, and multiple disabilities and
developmental delays. Following its acquisition of NSW’s Disability
Services Australia (DSA) in 2021, and to keep pace with changing
industry needs and requirements, Scope needed to upgrade its system
to a centralized solution that could provide more consistent call
management. In addition, it needed a solution that offered
comprehensive call tracking and recording for improved training,
quality, and audit purposes that wouldn’t risk its compliance.
Scope engaged NICE partner Generation-e to help it transition from
its outdated incumbent on-premise solution to a cloud-based contact
center solution that integrates seamlessly with Microsoft Teams
Voice and Contact Center.
With CXone, Scope can now look to intelligently meet its
customers wherever their journey begins, enable resolution through
data-driven self-service, and arm agents with the tools they need
to create a personalized, efficient resolution for any needs event,
delivering frictionless experiences across the entire customer
journey for the contact center – and beyond.
Glenn Rao, Project Manager, Scope, said, “Scope is in the
midst of a once-in-a-generation, sector-wide transformation, which
has presented an opportunity to recalibrate as a business and put
client choice and control at its heart. As part of this
transformation, Scope needed to transition to a more consistent and
comprehensive cloud-based contact center solution that would scale
with the business and deliver a platform for future growth.
“Scope identified NICE CXone as its ideal solution as it offered
more features, functionality, and call recording capabilities. In
addition, CXone offered the scalability that Scope needs to support
its continued growth across Australia. CXone also lets Scope more
easily manage and train staff, which in turn lets the company
better support its most vulnerable customers.”
Darren Rushworth, President, NICE International, said,
“NICE, along with its implementation partner, Generation-e, is
pleased to help Scope to successfully implement CXone across the
organization’s contact center operations. Scope provides essential
services for vulnerable Australians, and CXone is helping the
organization streamline its contact center engagement and deliver
greater support for its clients through exceptional, frictionless
agent and customer experiences.”
Biagio LaRosa, Managing Director, Generation-e, said,
“Given the changing environment that Scope operates in and the type
of customers it caters to, NICE CXone was the ideal cloud-based
solution to help the organization deliver the comprehensive support
for its clients. CXone provides a great user experience for staff
and the end customer. Based on its scalability, CXone was the
solution Scope needed to support its operations now and into the
future.”
About Scope At Scope, we see the person. Our mission is
to enable each person to live as an empowered and equal citizen. We
are one of Australia’s leading providers of support services for
adults and children with disabilities, autism, or developmental
delays. We work with corporate and community organisations to
create a more inclusive society for people with a disability.
About NICE With NICE (Nasdaq: NICE), it’s never been
easier for organizations of all sizes around the globe to create
extraordinary customer experiences while meeting key business
metrics. Featuring the world’s #1 cloud native customer experience
platform, CXone, NICE is a worldwide leader in AI-powered
self-service and agent-assisted CX software for the contact center
– and beyond. Over 25,000 organizations in more than 150 countries,
including over 85 of the Fortune 100 companies, partner with NICE
to transform - and elevate - every customer interaction.
www.nice.com
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking Statements This press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Rushworth, are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the “Company”). In some cases, such forward-looking
statements can be identified by terms such as “believe,” “expect,”
“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“plan,” “estimate,” or similar words. Forward-looking statements
are subject to a number of risks and uncertainties that could cause
the actual results or performance of the Company to differ
materially from those described herein, including but not limited
to the impact of changes in economic and business conditions,
including as a result of the COVID-19 pandemic; competition;
successful execution of the Company’s growth strategy; success and
growth of the Company’s cloud Software-as-a-Service business;
changes in technology and market requirements; decline in demand
for the Company's products; inability to timely develop and
introduce new technologies, products and applications; difficulties
or delays in absorbing and integrating acquired operations,
products, technologies and personnel; loss of market share; an
inability to maintain certain marketing and distribution
arrangements; the Company’s dependency on third-party cloud
computing platform providers, hosting facilities and service
partners;, cyber security attacks or other security breaches
against the Company; the effect of newly enacted or modified laws,
regulation or standards on the Company and our products and various
other factors and uncertainties discussed in our filings with the
U.S. Securities and Exchange Commission (the “SEC”). For a more
detailed description of the risk factors and uncertainties
affecting the company, refer to the Company's reports filed from
time to time with the SEC, including the Company’s Annual Report on
Form 20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
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version on businesswire.com: https://www.businesswire.com/news/home/20220810005037/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, ET chris.irwin-dudek@nice.com
Investors Marty Cohen, +1 551 256 5354, ET
ir@nice.com
Omri Arens, +972 3 763 0127, CET ir@nice.com
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