Optus Business has snagged a project using Nice inContact’s CXone for Ergon Energy Retail contact centre platform.
CXone is a cloud customer experience platform using customer analytics, omni channel routing, workforce engagement, automation and artificial intelligence.
CXone also offers a wide range of applications and a full library of open application programming interfaces (APIs) so businesses like Ergon Energy Retail can tailor a solution that works for its ecosystem. Ergon is a subsidiary of Energy Queensland, counting more than 738,000 customers and answers 1.5 million calls per year.
As a result, Ergon was able to consolidate four different platforms with CXone, which is expected to go live in December 2020.
“It’s mission critical that we’re able to meet our customer’s needs and communicate with personalised, engaging experiences at scale – whether that’s coming from a contact centre or our agents’ homes,” Ergon Energy Retail executive general manager Ayesha Razzaq said.
Ergon highlighted the top three most important attributes in its buying decision involved the ability to demonstrate return on investment; having a single unified platform for all contact centre applications and omni channel routing.
Nice APAC president Darren Rushworth said the current climate has put a spotlight on the unique challenges individual contact centres and their customers face.
“There is no one-size-fits all model, because there is no one-size fits all customer,'' he said.
Ergon has adopted Optus services for many years around collaboration and contact centre, and previously worked with Nice to implement Quality Management which features Nexidia Analytics and Quality Central.
This implementation enabled Ergon’s contact centre to leverage speech analytics to capture caller sentiment from speech and text analytics, and provide focus to a quality assurance program.
With Nexidia Analytics, Ergon relaunched its voice analytics program of work and collaborated with the managed support service team at Nice to adopt a new best practice approach to the analytics process.
Along with setting up the governance framework, program vision, and project charters, Ergon was able to improve phonetic recognition, transcription rates, and discovery functionality, as well as perform quantitative analysis that was not possible in the past.
Ergon and Optus have also worked with Nice to implement Work Force Management and Call Recording.
Optus Business recently appointed former Salesforce VP Theresa Eyssens as vice president of customer solutions and cloud.