ABN AMRO Bank has deployed NICE CXone to expand the former’s digital capabilities across all touchpoints and offer a smarter and faster customer experience across the entire journey.
NICE, with its cloud-native customer experience platform, CXone, offers artificial intelligence (AI)-driven self-service and agent-assisted CX software for the contact centre.
According to NICE, along with Infosys, the company assisted ABN AMRO to migrate from on-premises to the cloud with CXone in a quick, easy and risk-free way. It has supported the bank’s wider digital transformation ambitions.
As part of the collaboration, ABN AMRO has integrated NICE’s unified platform CXone along with attached solutions including CXone Workforce Management (WFM), CXone Audio Recording and CXone Personal Connection.
It is expected to help the bank work harmoniously with existing third-party CRM and chatbot solutions.
ABN AMRO contract owner and IT lead customer interaction Wandana Jankie said: “With NICE CXone we have a place where the remote customer journey is orchestrated and comes to life. It allowed us to expand our digital capabilities and provide our customers with a better experience.
“The integration with NICE, together with our implementation partner Infosys, has been smooth with already 6,000 users migrated and I could not be happier with the results.”
CXone’s WFM capability streamlines workforce management activities by removing manual processes, proactively optimising intraday schedules as well as supporting agents and supervisors with automated workflows.
By leveraging NICE CXone omnichannel chat capabilities, ABN AMRO is testing the use of social media to reach its customers more efficiently.
Besides, NICE CXone Personal Connection will increase agent utilisation with enhanced connection rates and control third-party systems.
Furthermore, NICE CXone Recording offers secure, full-featured interaction recording to satisfy contact centre compliance and quality assurance needs.
NICE International president Darren Rushworth said: “We are pleased to have provided ABN AMRO with infrastructure capable of meeting today’s digital customer expectations as well as the bank’s digital ambitions of tomorrow.
“With our scalable, cloud-native platform and suite of best-of-breed solutions, ABN AMRO will be able to increase omnichannel capabilities and meet their customers at any touchpoint.”
