Mazda Selects NICE’s AI-powered CXone to Streamline Operations and Deliver Superior Customer Experiences
18 Octobre 2023 - 2:00PM
Business Wire
Mazda Motor Europe has moved its on-premise CX
operations to a unified cloud platform with CXone
NICE (Nasdaq: NICE) today announced that Mazda
Motor Europe, the regional headquarters of Mazda for Europe, has
successfully implemented NICE CXone, an AI-powered, cloud-native,
customer experience platform, moving its business operations from
on-premise to the cloud. Mazda selected NICE CXone due to ease of
use, flexibility, scalability, and its open platform enabling full
integration with its existing solutions, allowing the company to
future-proof business needs and provide next-generation customer
and agent experiences.
NICE CXone’s all-in-one platform was a key differentiator for
Mazda, allowing the company to streamline business operations and
gain visibility across the complete customer journey. Mazda found
initial success with CXone Interactive Voice Response and CXone
Automatic Contact Distributor, providing agents with customer
information in real time and improving overall customer
satisfaction by routing inquiries to the appropriate agent. This
reduced training time for agents with an easy-to-use interface and
provided more visibility into the customer’s information. In
addition to consolidating communication and collaboration
company-wide, Mazda continues to actively roll out digital
channels, helping them to meet customers wherever they are on their
journey, responding to the new demands of the digital era.
Kirsten Schimang, Customer Service Specialist, Mazda,
said, “NICE has the best understanding of our requirements to have
one integrated platform that would meet all of our needs. We have
different requirements for both contact center and dealer hotlines,
and it was not easy to find a platform that would fit. The user
interface and tight integration with our existing setup were
crucial for us to succeed and we are excited to work with
NICE.”
“Like many of our customers, Mazda has experienced the benefits
of moving its customer service operations to the cloud with NICE
CXone,” said Darren Rushworth, President, NICE
International. “Speed, agility, transparency, and the ability
to deliver exceptional customer and agent experiences are just a
few of these benefits. Mazda is now able to reach its European
customers anywhere along their consumer journey, on any channel.
This level of care speaks volumes, reinforcing Mazda’s strength as
a customer-centric motor company. We value our growing relationship
with Mazda and their trust in moving to the cloud with NICE
CXone.”
About Mazda Mazda Motor Europe (MME) is the regional
headquarters of Mazda for the European market. It was established
in 1989 and is located in Leverkusen, Germany, on the banks of the
river Rhine. MME develops strategies, concepts, and processes, that
successfully position Mazda in Europe and coordinates the
operations of all National Sales Companies and Independent
Distributors in more than 30 countries. An international team is
engaged in daily dialogue with Mazda entities around Europe and
with Mazda’s parent company in Japan to ensure flawless operations.
www.mazda.eu
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/20231018035900/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, ET media@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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