NICE CXone has been selected by vocational education and training provider Wodonga TAFE, located in northeast Victoria, as the centrepiece of its contact centre.
Wodonga TAFE says implementing the modernisation and digitisation initiative provides improved reporting integrity, forecasting accuracy, visibility over agents, workforce management, and flexibility for remote working for Wodonga TAFE's contact centre teams.
Recently, the training provider undertook a cloud transformation journey to improve the quality of service that current and prospective students receive. This comes after recognising the need to increase the visibility of incoming calls and reporting on customer experience (CX) across both its CX and student administrative services contact centre teams. The organisation says it also required a solution to provide insight and analytics for improved and real-time reporting.
NICE and partner, Generation-e, will be helping Wodonga TAFE to transition from a single voice call only platform to an omnichannel solution that allows contact centre teams deliver a more comprehensive service for students.
"By implementing NICE CXone, we're placing our customers' experience as a top priority, offering more streamlined and effective communication channels for current and prospective students," says Leanne Gibson, team leader of customer experience at Wodonga TAFE.
"CXone provides all of the elements that Wodonga TAFE requires, including an omnichannel communication platform, interactive voice response (IVR), real-time reporting, and improved visibility into agent productivity and behaviours."
She says the CXone implementation lets them build out their contact centre omnichannel offering by adding email, webchat, social media, and other digital and self-service capabilities.
Biagio LaRosa, managing director of Generation-e, says Generation-e is dedicated to supporting its customers with innovative and comprehensive solutions that will empower them to achieve significant business benefits.
"When we assessed Wodonga TAFE's requirements and looked at the technology available, CXone was the clear standout because of its scalability, capability, and resilience in the cloud," he says.
By streamlining and centralising its communication channels, Wodonga TAFE has changed the way it does business. The training provider says its contact centre agents can now access more accurate and reliable reporting on the volume of calls and improve overall reporting on mandatory requirements. Data can be leveraged to provide insight into peak call volume times for more effective staff utilisation, resulting in a flexible contact centre environment supporting remote working.
"NICE CXone helped our contact centre agents remotely deliver seamless experiences for its students and customers during a challenging time," says Gibson.
"We're committed to driving innovation through future-focused practices, and our engagement with NICE and Generation-e ensures that future solutions will create sustainable benefits to facilitate improvements. It put the student journey at the centre of what Wodonga TAFE does."
Darren Rushworth, APAC president of NICE, says, "NICE, in collaboration with its NICE CXone certified partner, Generation-e, is pleased to support Wodonga TAFE in its transformation journey to improve its business performance and increase its operational efficiency."