Miami, FL – April 17, 2019– Sitel Group, a global customer experience management leader with locations in 27 countries, today announced it won the 2019 NICE inContact CX Excellence Award for Best Cloud Implementation at Interactions 2019. This award recognizes companies demonstrating exceptional results and leadership in implementing NICE and NICE inContact solutions to achieve business goals, reduce costs and develop best practices.
Paul Jarman, CEO of NICE inContact, said, “We are proud to celebrate Sitel Group’s achievement in very rapidly implementing a complex, wide-ranging set of requirements for its cloud contact center implementation, unifying all its sites and partners with CXone. This migration is already helping the company improve the service it provides to its global clientele, so they in turn can ensure a great customer experience.”
Working closely with the NICE inContact team, Sitel Group replaced its client’s on-premise, 20-year-old contact center solution with the CXone suite, integrating omnichannel routing, analytics, quality management and workforce optimization in just 90 days. CXone, the leading cloud customer experience platform, allows Sitel Group and its client to simultaneously provide multiple business process outsourcing locations with omnichannel routing of voice, chat and email on a single platform, eliminating time-consuming external transfers between agents and conserving resources.
The flexibility of the CXone cloud platform also ensures that Sitel Group and its client are able to ramp up capacity quickly to service fluctuating call volumes with limited costs. During a recent seasonal peak in volume, for example, CXone supported over 2,400 agents, 850 toll-free phone numbers, 400 inbound DID numbers, four unique vendors and seven different locations with the same level of service as during seasonal slow-downs.
“Customer experience is at the helm of everything we do at Sitel Group, and we’re thrilled to be honored by NICE inContact for a program which helps our client’s customers achieve higher quality experiences,” said Olivier Camino, Global Chief Operating Officer and founding partner at Sitel Group. “One of our main goals is to provide solutions that streamline and simplify inefficient processes for our clients. Through integrated solutions such as this migration program with NICE inContact, we are providing positive experiences for all parties involved.”
About Sitel Group
Sitel Group’s 75,000 people across the globe connect many of the world’s best-known brands with their customers – 3.5 million times every day. As a global customer experience (CX) management leader, we apply our 30+ years of industry-leading experience and the entrepreneurial spirit of our group’s founders to deliver omnichannel experiences through voice, chat, social media and more to customers of our 400+ clients across all verticals – from Fortune 500 companies to local startups.
Our group’s breadth of capabilities – powered by our ecosystem of experts including Innso, Learning Tribes, Sitel, Sitel Insights and TSC – go beyond business process outsourcing (BPO) to support every stage of the customer journey. We are redefining the contact center and improving business results by pairing innovative solutions – such as self-care and automation – with the human touch, emotion and empathy of our people.
As a CX platform, we are powered by experts to deliver tailored CX solutions to fit our clients’ needs through our consultative, customer-centric approach adding value at every touchpoint – regardless of location, channel or time of day.
About NICE inContact CXone
NICE inContact is the cloud contact center software leader with the world’s #1 cloud customer experience platform. NICE inContact CXone™ combines best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact’s solution empowers organizations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations. NICE inContact is recognized as a market leader by the leading industry analyst firms. www.niceincontact.com
About NICE
NICE (Nasdaq: NICE) is the world’s leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.