Mazda Motor Europe has picked NICE as its CX solutions provider to propel cloud migration through an effective adoption of NICE CXone. This transition enables Mazda to future-proof its business operations and deliver advanced customer and agent experiences.
“NICE has the best understanding of our requirements to have one integrated platform that would meet all of our needs. We have different requirements for both contact center and dealer hotlines, and it was not easy to find a platform that would fit. The user interface and tight integration with our existing setup were crucial for us to succeed and we are excited to work with NICE,” said Kirsten Schimang, Customer Service Specialist, Mazda.
The comprehensive capabilities of NICE CXone played a crucial role for Mazda, allowing the company to streamline its business processes and gain a clear view of the entire customer experience. Initially, Mazda succeeded by implementing CXone Interactive Voice Response and CXone Automatic Contact Distributor, which helped its agents with real-time customer data and improved overall customer satisfaction by efficiently directing inquiries to the right agents.
This reduced agent training time through a user-friendly interface and provided better insights into customer information. Beyond enhancing communication and collaboration across the company, Mazda is actively expanding its digital channels to engage with customers at various stages of their journey, aligning with the evolving demands of the digital age.
“Like many of our customers, Mazda has experienced the benefits of moving its customer service operations to the cloud with NICE CXone. Speed, agility, transparency, and the ability to deliver exceptional customer and agent experiences are just a few of these benefits. Mazda is now able to reach its European customers anywhere along their consumer journey, on any channel. This level of care speaks volumes, reinforcing Mazda’s strength as a customer-centric motor company. We value our growing relationship with Mazda and their trust in moving to the cloud with NICE CXone,” said Darren Rushworth, President, NICE International.
In other news, NICE has recently entered into a definitive agreement to acquire LiveVox, an omnichannel contact center solutions company, for about $350 million.
