Customer experience from the cloud

Thursday, 23 September, 2021

GWA Group Limited (GWA) has implemented NICE CXone as part of its digital transformation and technology overhaul to support its transition to a cloud contact centre platform capable of seamlessly managing a remote workforce while improving customer experiences.

One of Australia’s leading suppliers of building fittings and fixtures, GWA’s contact centres were previously operating on a legacy telephony system, which was unstable and could not be adapted to flexible and remote working requirements. After transitioning from its on-premises solutions a year ago, GWA sought a cloud-based platform that would integrate seamlessly with its other applications as part of an organisational transformation. The company wanted a solution that provided increased flexibility and scalability for contact centre operations, while also supporting a remote workforce.

GWA chose CXone due to the breadth and depth of its functionality and cloud native features, including automated workforce management, quality management and interaction analytics. The solution is built and optimised for the cloud, delivering GWA a scalable platform for use across its operational regions, including Australia, New Zealand and the UK.

2020 was a year marked by unprecedented upheaval for contact centre leaders, agents and customers. In many cases for the first time, contact centres enacted wide-scale work-from-home transition plans all while juggling rising needs and expectations of customers.

A NICE CXone study of contact centre leaders found that amid the COVID-19 pandemic, 62% of respondents experienced an increase in digital interactions and 46% saw an upturn in self-service channels. This demonstrates that the digital customer experience will be even more critical for future customer success, as 70% of contact centres expect to have agents work from home post-pandemic.

Since implementing CXone across its operations in Australia, GWA has experienced a number of benefits, including the ability to:

  • measure and assess a full 360-degree review on every customer interaction
  • leverage functionalities like sentiment analysis to provide real-time feedback and guidance to agents
  • strip out complexity across processes
  • introduce greater flexibility and agility to adapt to industry change.

Alex Larson, general manager – technology and transformation, GWA, said the solution has had an impact on processes across the organisation.

“With our NICE CXone implementation, every process across our operations is changing and it’s quite an exciting time for GWA. CXone is helping us move the business to a place where we can react based on the here and now with real-time feedback and guidance on customer interactions, rather than looking back in three months’ time and facing the inability to change. Most companies would only ever dream of what we’re achieving this year,” Larson said.

Digitally transforming with the cloud enables businesses to leverage technological advances like AI-powered chatbots and agent next best actions, changing the way customers engage with companies by enabling anytime, anywhere and anyplace conveniences.

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