Club Med Expands NICE CXone including Smart AI-Based Routing Across its Global Workforce to Improve Operational Efficiencies
14 Novembre 2023 - 2:00PM
Business Wire
NICE CXone’s comprehensive portfolio creates
enhanced customer experiences for Club Med at scale
NICE (Nasdaq: NICE) today announced that Club Med,
a worldwide leader in premium all-inclusive vacations, has
successfully expanded its deployment of NICE CXone into its global
operations, providing advanced remote work capabilities for agents
and real-time statistics to improve operational efficiencies
worldwide. This global expansion follows success in Europe with
agents becoming more dynamic, developing their proficiency,
improving answer rates, and overall satisfaction.
Headquartered in France with a workforce spread across 40
commercial markets, Club Med first replaced its incumbent solution
in Europe to improve call routing capabilities and provide more
visibility into its overall operations. CXone was chosen due to its
ability to seamlessly integrate with Club Med’s existing
technologies and provide the company with one, unified platform to
focus on the quality of the interactions and identify training
opportunities for agents.
Following the deployment of NICE CXone in Europe, Club Med saw
an improvement in their agent’s performance by having the
customer’s information readily available to personalize every
interaction and will implement smart AI-based routing to ensure
customers are helped by the most appropriate agent. CXone is
helping Club Med globally and includes advanced Quality Management
for supervisors to evaluate agent interactions and identify
coaching opportunities, empowering Club Med’s agents to deliver the
expected high-level customer experience.
Building on this success, Club Med expanded the use of CXone
into the Americas and added further value with the addition of
CXone Workforce Management, and CXone Interaction Analytics. This
will give Club Med insights into customer behavior and intent to
deliver the best opportunity for improvement across voice channels
and enhance operational efficiency with improved forecast
accuracy.
Caroline Launois-Beaurain, VP Digital Sales Product &
Experience, Club Med, said, “NICE’s real-time view into
operations presented us the opportunity to see exactly how our
agents handle customer interactions and what changes we needed to
make. This afforded us the chance to see where we can improve our
agent’s skillset by equipping our managers to better train and
support them. By first testing NICE’s capabilities in EMEA and
finding great success, we expanded utilization into the Americas
and Asia, continuing to improve agent and client experiences.”
“We are pleased by the global success that Club Med found with
NICE CXone,” said Darren Rushworth, President, NICE
International. “As businesses continue to transform to meet new
digital expectations, unified platforms that not only enable
digital experiences globally but also drive results in operational
efficiency will become ever-more important. The flexibility and
adaptability of CXone enable practical and tangible operational
improvements globally that also improve the overall customer
journey. CXone is poised to assist Club Med in their future
endeavors to provide an enhanced customer experience.”
About Club Med Founded in 1950 by Gérard Blitz, later
joined by Gilbert Trigano, Club Med pioneered the all-inclusive
vacation club concept, and was the first to incorporate childcare,
with the creation of the Mini Club in 1967. Present in 40
countries, and with 67 Premium and Exclusive Collection Resorts,
Club Med offers a carefree vacation experience in stunning
locations around the world. Thanks to the support of its
shareholder Fosun Tourism Group and the success of its
repositioning strategy, today, Club Med is the world leader in
high-end, experience-oriented all-inclusive vacations for families
and couples alike. Club Med employs nearly 25,000 Gentil Organizers
(GOs) and Gentil Employees (GEs), representing 110 nationalities.
www.clubmed.us/
About NICE With NICE (Nasdaq: NICE), it’s never been
easier for organizations of all sizes around the globe to create
extraordinary customer experiences while meeting key business
metrics. Featuring the world’s #1 cloud native customer experience
platform, CXone, NICE is a worldwide leader in AI-powered
self-service and agent-assisted CX software for the contact center
– and beyond. Over 25,000 organizations in more than 150 countries,
including over 85 of the Fortune 100 companies, partner with NICE
to transform - and elevate - every customer interaction.
www.nice.com
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking Statements This press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Rushworth, are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the “Company”). In some cases, such forward-looking
statements can be identified by terms such as “believe,” “expect,”
“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“plan,” “estimate,” or similar words. Forward-looking statements
are subject to a number of risks and uncertainties that could cause
the actual results or performance of the Company to differ
materially from those described herein, including but not limited
to the impact of changes in economic and business conditions,
including as a result of the COVID-19 pandemic; competition;
successful execution of the Company’s growth strategy; success and
growth of the Company’s cloud Software-as-a-Service business;
changes in technology and market requirements; decline in demand
for the Company's products; inability to timely develop and
introduce new technologies, products and applications; difficulties
or delays in absorbing and integrating acquired operations,
products, technologies and personnel; loss of market share; an
inability to maintain certain marketing and distribution
arrangements; the Company’s dependency on third-party cloud
computing platform providers, hosting facilities and service
partners;, cyber security attacks or other security breaches
against the Company; the effect of newly enacted or modified laws,
regulation or standards on the Company and our products and various
other factors and uncertainties discussed in our filings with the
U.S. Securities and Exchange Commission (the “SEC”). For a more
detailed description of the risk factors and uncertainties
affecting the company, refer to the Company's reports filed from
time to time with the SEC, including the Company’s Annual Report on
Form 20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
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version on businesswire.com: https://www.businesswire.com/news/home/20231114687827/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, ET media@nice.com
Investors Marty Cohen, +1 551 256 5354, ET
ir@nice.com
Omri Arens, +972 3 763 0127, CET ir@nice.com
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