NICE, a provider of customer experience and security solutions, has a mission to help businesses deliver exceptional customer experiences and safeguard their operations.
NICE CXone, a flagship product within the NICE portfolio, helps with this mission. It is a cloud-based customer experience platform that equips businesses with the tools needed to manage and optimize all aspects of their customer journeys, including voice and digital interactions. With its advanced AI capabilities, CXone enables organizations to personalize customer experiences, automate routine tasks and gain insights from customer data.
With NICE CXone, businesses elevate their customer experiences, drive operational excellence and achieve sustainable growth.
It’s no wonder AUSIEX recently implemented the NICE CXone cloud-native contact center platform to enhance its operational capabilities and customer engagement strategies.
AUSIEX is an Australian provider of wholesale trading solutions for financial institutions, intermediaries, advisers and industry participants. AUSIEX uses its scale, expertise, and heritage to deliver value for hundreds of thousands of clients by connecting them to markets.
After its acquisition by multi-national technology solutions provider Nomura Research Institute Ltd. in 2020, AUSIEX embarked on a transformative journey to become a standalone entity. However, this required a CX solution.
AUSIEX went through a thorough discovery phase and evaluated various providers. In the end, AUSIEX selected CXone for its comprehensive functionality and ease of integration.
“Adopting CXone has empowered AUSIEX to expand its customer interaction capabilities significantly,” said Brett Grant, Head of Product, CX and Marketing at AUSIEX. “The company has moved from a primarily inbound call setup to a dynamic, AI driven omnichannel approach that includes webchat, and call-back features, enhancing both service levels and operational efficiency and flexibility.”
The implementation of CXone enhanced AUSIEX’s data analytics and reporting capabilities. By automating processes and leveraging real-time analytics, the company gained more meaningful insights into customer behavior and preferences. This, combined with the introduction of additional customer feedback channels, has led to a 33% increase in customer engagement.
CXone also provided a solid foundation for AUSIEX to further optimize its operations. The planned integration of workforce management capabilities will further streamline processes and improve efficiency.
"NICE is thrilled to see the impact CXone has had on AUSIEX and its operations,” said Darren Rushworth, President, NICE Int. “NICE is dedicated to empowering innovative and customer-centric businesses like AUSIEX with cutting-edge solutions that position them at the forefront of innovation and CXone is specifically designed to meet the evolving expectations of customers in today’s dynamic market. With CXone, AUSIEX can enhance its customer engagement with an agile and responsive service that adapts to changing needs while ensuring consistent CX."
AUSIEX will continue to grow and expand its service offerings, and NICE CXone will remain a crucial tool in its commitment to delivering exceptional customer service and driving innovation.
Edited by
Alex Passett
