AUSIEX achieves enhanced CX and operational
efficiency with NICE’s market-leading cloud-native solution
NICE (Nasdaq: NICE) today announced that AUSIEX
has implemented the NICE CXone cloud-native contact center platform
to enhance its operational capabilities and customer engagement
strategies. AUSIEX is one of Australia's leading providers of
wholesale trading solutions for financial institutions,
intermediaries, advisers, and industry participants. AUSIEX uses
its scale, expertise, and heritage to deliver value for hundreds of
thousands of clients by seamlessly connecting them to markets.
AUSIEX embarked on a transformative journey to become a
standalone entity following its acquisition by multi-national
technology solutions provider Nomura Research Institute, Ltd. (NRI)
in 2020. This required a robust and versatile CX solution that
could cater to its evolving needs. After a thorough discovery phase
evaluating various providers, AUSIEX selected CXone for its
comprehensive functionality and ease of integration. The
implementation was executed in stages to minimize disruption and
the integration of old and new technologies was managed
meticulously, reflecting the strong collaboration between AUSIEX
and NICE and the versatility of the CXone platform.
Brett Grant, Head of Product, CX and Marketing at AUSIEX,
said, “Adopting CXone has empowered AUSIEX to expand its customer
interaction capabilities significantly. The company has moved from
a primarily inbound call setup to a dynamic, AI driven omnichannel
approach that includes webchat, and call-back features, enhancing
both service levels and operational efficiency and flexibility.
This transition has been a game-changer for the business that not
only signifies a pivotal shift in AUSIEX’s technological
infrastructure, but also aligns with the company’s strategic
objective to provide superior service to and on behalf of our
clients in an increasingly competitive market.”
One of the most significant upgrades has been in data analytics
and reporting. AUSIEX has transitioned from relatively manually
intensive processes to automated, real-time reporting and analytics
through CXone. This has streamlined operations and provided deeper
insights into customer behaviors and preferences. Since the
introduction of CXone, AUSIEX has also introduced additional
touchpoints for customer feedback and engagement, including
phone-based surveys, which has seen its customer engagement
increase by 33 percent. These initiatives are part of AUSIEX's
broader strategy to harness technology for better customer insights
and service delivery.
The CXone implementation has also delivered a strong foundation
from which AUSIEX can continue to evolve its operations through
continuous improvement and innovation, including through the
planned integration of workforce management capabilities. As AUSIEX
continues to navigate its growth trajectory and expand its service
offerings, the successful integration of NICE CXone stands as a
cornerstone of its commitment to excellence in customer service and
innovation.
Darren Rushworth, President, NICE International, said,
“NICE is thrilled to see the impact CXone has had on AUSIEX and its
operations. NICE is dedicated to empowering innovative and
customer-centric businesses like AUSIEX with cutting-edge solutions
that position them at the forefront of innovation and CXone is
specifically designed to meet the evolving expectations of
customers in today’s dynamic market. With CXone, AUSIEX can enhance
its customer engagement with an agile and responsive service that
adapts to changing needs while ensuring consistent CX."
About AUSIEX
With over 25 years of experience in the local market and the
backing of Nomura Research Institute, Ltd. (NRI), a multinational
trading technology powerhouse, AUSIEX combines deep expertise with
trusted technology to deliver solutions that seamlessly connect our
clients to markets. Supporting organisations of all sizes, we work
across all segments of the wholesale market, specialising in
equities execution, clearing and settlement services, equities
administration, and fully supported B2B platforms. Our scale and
experience as one of Australia’s leading providers of trading
solutions for financial institutions, intermediaries, advisers and
industry participants, means we can provide access to a wide range
of products and services which can be tailored to help our clients
manage and grow their business. Our vision is bold and ambitious as
we strive to be the trusted partner behind every trade and
transaction.
About NRI
Founded in 1965, NRI is a leading global provider of consulting
services and system solutions, including management consulting,
system integration, and IT management and solutions for the
financial, manufacturing, retail and service industries. Clients
from all layers of these individual industries partner with NRI to
tap NRI’s research expertise and innovative solutions across the
organization to expand businesses, design corporate structures and
create new business strategies. NRI has more than 17,000 employees
in 16 countries and regions including New York, London, Tokyo, Hong
Kong, Singapore, and Australia. NRI reports annual sales above $4.9
billion. NRI is rated “A” by S&P Global Ratings Japan.
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;
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
in making additional acquisitions or 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; privacy
concerns; changes in currency exchange rates and interest rates,
the effects of additional tax liabilities resulting from our global
operations, the effect of unexpected events or geo-political
conditions, such as the impact of conflicts in the Middle East that
may disrupt our business and the global economy; 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/20241125046063/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, media@nice.com, ET Investors Marty Cohen, +1 551
256 5354, ir@nice.com, ET Omri Arens, +972 3 763 0127, ir@nice.com,
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