Dutch Railways’ use of NICE CXone boosts agent and customer experiences
Hoboken, N.J., September 10, 2024 – NICE (Nasdaq: NICE) today announced that NS (Dutch Railways), the principal railway operator in the Netherlands, has successfully moved its customer experience operations to the cloud with the industry-leading NICE CXone. Dutch Railways moved off multiple legacy incumbent vendors and selected the CXone Complete Suite and NICE Workforce Management to consolidate its operations with a leading platform vendor capable of digital and automation innovation.
Dutch Railways sought a reliable solution to streamline disparate systems and increase operational efficiency, selecting CXone and WFM to improve agent efficiency, agent satisfaction, and enable a complete redesign around omnichannel and customer journeys. The railway operator has also noted a reduction in contact center costs, an increase in customer satisfaction, and an increase in agent satisfaction due to evenly distributed workloads. True to Interval (TTI), an exclusive feature of NICE WFM, supports handling blended synchronous and asynchronous interactions to utilize activity-based staffing requirements, enabling 90 percent of the railway’s agents to handle interactions across voice and digital channels.
Rene Klaassen, Business Consultant, Dutch Railways, said, “Once we focused on customer intentions, we saw how it could simplify the service experience, but we also kept the goals of doing good for our agents and good for Dutch Railways. Knowing that the agents could see the benefits was a truly happy moment for me. With NICE and our partner BrightContact, we will continue to provide exceptional experiences for our customers.”
“Dutch Railways' decision to migrate to CXone in order to improve operational efficiency showcases the superiority of NICE’s platform, and this value is evident in their initial results,” said Darren Rushworth, President, NICE International. “NICE’s commitment to providing exceptional customer CX is highlighted through the success of our clients, and I’m thrilled to see how Dutch Railways expands its use of this next-gen technology into the future.”
About Dutch Railways
Dutch Railways (formally Nederlandse Spoorwegen) is the principal railway operator in the Netherlands. It provides train transportation in the Netherlands, international train services connecting to neighbouring countries like Belgium and Germany, high-speed trains, and regional train services to smaller towns and cities. www.ns.nl
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
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