Scope Australia, one of Australia's largest providers of disability support services, has chosen the NICE CXone platform to help streamline its contact centre operations.
NICE says the new implementation will give Scope clients and staff better access to efficient communication services, featuring a complete CX platform underpinned by omnichannel capabilities.
Scope said that when looking for a platform, they focused on functionality and scalability as key factors for selection, as it aimed to transition to a more consistent and comprehensive cloud-based contact centre solution.
The organisation wanted to upgrade its system to a centralised solution that could provide more consistent call management, and the NICE CXone platform fit all the necessary requirements.
With CXone, the company says that Scope can now look to intelligently meet its customers wherever their journey begins.
The system will be able to enable resolution through data-driven self-service and arm agents with the tools they need to create personalised experiences. It will also be able to deliver better overall experiences across the entire customer journey for the contact centre and beyond.
“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,” says Scope project manager Glenn Rao.
“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.
NICE International president Darren Rushworth says that the new development will create positive outcomes for all involved, and says the company is pleased that its services can provide a difference for a good cause.
“NICE, along with its implementation partner, Generation-e, is pleased to help Scope to successfully implement CXone across the organisation's contact centre operations,” he says.
“Scope provides essential services for vulnerable Australians, and CXone is helping the organisation streamline its contact centre engagement and deliver greater support for its clients through exceptional, frictionless agent and customer experiences.
Generation-e managing director Biagio LaRosa reinforced that the partnership will work because the needs of the organisation are being met.
“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 organisation 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.