Europcar Transforms Global Customer Experience with NICE CXone
12 Dicembre 2023 - 2:00PM
Business Wire
Europcar standardizes operations and empowers
agents to deliver exceptional CX on a unified AI driven cloud
platform
NICE (Nasdaq: NICE) announced today that Europcar
Mobility Group, a leading global provider of mobility solutions and
car rental services, has successfully deployed NICE CXone,
consolidating its contact center infrastructure and providing
agents with a single source of truth for all customer information.
With customer service operations spread across Europe, North
America, the Middle East, Africa, and Asia-Pacific, the company can
now manage this from one centralized location, enabling
consistency, improving the agent and customer experience, and
providing the flexibility to adapt to future business needs.
Europcar’s customer service was previously siloed by region,
with each local operation deploying its own selection of contact
center solutions with differing analysis capabilities. After a
speedy deployment across three brands and the eight largest
corporate countries, Europcar has gained complete visibility into
every customer and agent experience across the world. This business
transparency allows the company to standardize operations globally
and accurately measure the quality of service being delivered by
all agents. With improved data insights, the company can empower
employees by providing targeted training, discovering opportunities
for praise, and presenting the necessary resources to succeed.
Europcar has realized a ten percent reduction in interservice
transfers in its UK subsidiaries with IVR optimization. New
omnichannel capabilities allow the company to support customers
wherever their journey begins, promoting self-service options and
increasing first-contact resolution.
“One of Europcar’s main objectives is the transformation of the
corporate culture to standardize the customer experience on a
global level,” said Christophe Carrère, Group Customer
Engagement Director, Europcar Mobility Group. “As a complete
and seamlessly integrated customer experience platform, NICE CXone
allows us to respond to these challenges quickly and helps us
standardize how we work and gain a complete view of our
countries.”
Darren Rushworth, President, of NICE International, said,
“NICE is helping companies like Europcar consolidate their contact
center operations to improve customer and agent experience globally
while driving business efficiency. By adopting NICE’s
award-winning, scalable CXone platform, Europcar has standardized
contact centers’ customer experience by offering state-of-the-art
AI capabilities to a fully outsourced operational landscape. It has
also empowered agents by harnessing data and turning it into
powerful insights. We look forward to supporting their future
success.”
About Europcar Europcar Mobility Group is a leading
global provider of mobility solutions and car rental services.
Europcar Mobility Group operates in several countries across
Europe, North America, the Middle East, Africa, and the
Asia-Pacific region to offer attractive alternatives to vehicle
ownership in a responsible and sustainable way.
www.europcar-mobility-group.com
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 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/20231212734359/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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