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Limango Future-Proofs Contact Center Operations with NICE CXone

By Greg Tavarez December 06, 2023

Limango, part of the Otto Group, has distinguished itself as the premier shopping platform for families in Germany and across Europe. As a subsidiary of the Otto Group, limango operates a members-only online shopping community and an open-access online shop to ensure a curated and comprehensive shopping experience for its customers.

However, the company recognized the need for a more agile and efficient system to address the evolving demands of its diverse customer base. It sought out more flexibility, efficiency and a way to future-proof its contact center operations.

The solution limango selected? NICE CXone.

“Across Europe, the online retail market is becoming increasingly crowded, and macro-level challenges, like economic uncertainty, are accelerating pressures,” said Darren Rushworth, President, NICE International. "Today, the ability to offer exceptional experiences based on customer needs, while driving operational efficiency and empowering agents, is a must.”

NICE CXone stands out as a prominent call center software globally, trusted by a diverse range of customers worldwide. It is strategically crafted to empower companies in the comprehensive management of their call center operations.

CXone encompasses key features such as Omnichannel Routing, focusing on routing and interaction management. This includes an array of solutions like an automatic call distributor, interactive voice response, interaction channel support and a proactive outbound dialer. Another integral component is Workforce Optimization, designed to unlock the potential of teams through solutions like workforce management, quality management, recording and performance management.

The foundation of CXone lies in the Open Cloud Foundation, which provides a catalyst for rapid innovation. This foundation offers an extensible enterprise-grade platform characterized by secure scalability, swift deployment and global service capabilities for businesses of all sizes. With an industry-best 99.99% availability guarantee, CXone facilitates easy customization through RESTful APIs and the DEVone developer program.

Moreover, CXone includes pre-defined CRM integrations and UCaaS integrations with the majority of leading solutions in the market. These integrations collectively contribute to a holistic call center software solution, poised to enhance customer experiences for companies regardless of their size.

What this means for limango is that CXone will provide better insight into day-to-day operations and reduce the dependency on the IT department. It will also allow limango to make immediate changes without the need to reach out to a third party. More importantly, the CXone will help deliver positive customer experiences.

“We anticipate that the innovative solutions and operational efficiency offered by NICE CXone will yield positive results in the near future, and we are eager to further expand our collaboration with NICE,” said Martin Solarski, CEO, limango Poland, Director of Group Transformation and Post-Purchase.

Edited by Alex Passett
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