AUSIEX Utilizes NICE CXone to Support Commitment to Excellence in CX and Innovation
NICE announced that AUSIEX, a leading Australian wholesale trading solutions provider, has implemented the NICE CXone cloud-native contact center platform. Following its acquisition by NRI in 2020, AUSIEX chose CXone for its comprehensive functionality and integration capabilities. The implementation has enabled AUSIEX to transition from basic inbound calls to an AI-driven omnichannel approach, resulting in a 33% increase in customer engagement. The platform provides automated real-time reporting and analytics, replacing manual processes, and includes new features like webchat and call-back capabilities.
NICE ha annunciato che AUSIEX, un fornitore leader australiano di soluzioni di trading all’ingrosso, ha implementato la piattaforma cloud-native per contact center NICE CXone. Dopo l’acquisizione da parte di NRI nel 2020, AUSIEX ha scelto CXone per la sua funzionalità completa e le capacità di integrazione. L’implementazione ha permesso ad AUSIEX di passare da una gestione base delle chiamate in ingresso a un approccio omnicanale guidato dall'AI, con un aumento del 33% nel coinvolgimento dei clienti. La piattaforma fornisce report e analisi automatizzati in tempo reale, sostituendo i processi manuali e include nuove funzionalità come webchat e la possibilità di richiamare.
NICE anunció que AUSIEX, un proveedor líder australiano de soluciones de comercio mayorista, ha implementado la plataforma de centro de contacto en la nube NICE CXone. Tras su adquisición por NRI en 2020, AUSIEX eligió CXone por su funcionalidad integral y capacidades de integración. La implementación ha permitido a AUSIEX pasar de llamadas entrantes básicas a un enfoque omnicanal impulsado por IA, lo que resultó en un aumento del 33% en el compromiso del cliente. La plataforma proporciona informes y análisis automatizados en tiempo real, reemplazando los procesos manuales, e incluye nuevas características como chat web y capacidades de devolución de llamada.
NICE는 호주 도매 거래 솔루션 제공업체인 AUSIEX가 클라우드 네이티브 컨택트 센터 플랫폼인 NICE CXone을 구현했다고 발표했습니다. 2020년에 NRI에 인수된 후 AUSIEX는 포괄적인 기능과 통합 능력 덕분에 CXone을 선택했습니다. 이 구현을 통해 AUSIEX는 기본적인 인바운드 통화에서 AI 기반의 옴니채널 접근 방식으로 전환할 수 있었으며, 그 결과 고객 참여가 33% 증가했습니다. 이 플랫폼은 수동 프로세스를 대체하는 자동화된 실시간 보고서 및 분석 기능을 제공하며, 웹채팅 및 콜백 기능과 같은 새로운 기능도 포함되어 있습니다.
NICE a annoncé quAUSIEX, un fournisseur australien de solutions de commerce de gros, a mis en œuvre la plateforme de centre de contact cloud-native NICE CXone. Suite à son acquisition par NRI en 2020, AUSIEX a choisi CXone pour sa fonctionnalité complète et ses capacités d'intégration. La mise en œuvre a permis à AUSIEX de passer d'appels entrants de base à une approche omnicanale pilotée par l'IA, entraînant une augmentation de 33 % de l'engagement client. La plateforme fournit des rapports et des analyses automatisés en temps réel, remplaçant les processus manuels, et comprend de nouvelles fonctionnalités telles que le chat en ligne et les capacités de rappel.
NICE hat angekündigt, dass AUSIEX, ein führender australischer Anbieter von Großhandels-Handelslösungen, die cloud-native Kontaktzentrum-Plattform NICE CXone implementiert hat. Nach der Übernahme durch NRI im Jahr 2020 entschied sich AUSIEX für CXone aufgrund seiner umfassenden Funktionalität und Integrationsmöglichkeiten. Die Implementierung ermöglichte es AUSIEX, von einfachen eingehenden Anrufen zu einem KI-gestützten Omnikanalansatz überzugehen, was zu einer Steigerung der Kundenbindung um 33% führte. Die Plattform bietet automatisierte Echtzeitberichte und -analysen, die manuelle Prozesse ersetzen, und umfasst neue Funktionen wie Webchat und Rückrufmöglichkeiten.
- Successfully implemented new cloud-native contact center platform
- Achieved 33% increase in customer engagement
- Enhanced operational efficiency through automated real-time reporting
- Expanded service capabilities with AI-driven omnichannel approach
- None.
Insights
The implementation of NICE CXone at AUSIEX represents a significant operational transformation with measurable business impacts. The
The strategic shift from basic inbound calls to a comprehensive cloud-native solution positions AUSIEX to better compete in Australia's financial services market. The planned workforce management integration suggests ongoing value creation beyond initial implementation. While positive for NICE's enterprise sales momentum, the single-client case study's impact on overall revenue is likely modest given NICE's market cap of
AUSIEX achieves enhanced CX and operational efficiency with NICE’s market-leading cloud-native solution
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
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
View source 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, ET
Source: NICE
FAQ
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