Boon Rawd Supply Chain Moves to the Cloud with NICE CXone

Rhea-AI Summary

NICE (Nasdaq: NICE) announced that Boon Rawd Supply Chain Co., (BRS), a Thai expert in supply chain solutions and logistics, has implemented NICE CXone to enhance customer experience and business operations. The shift to CXone's cloud platform and analytics has enabled BRS to gain full transparency across its diverse portfolio and improve efficiency.

Key benefits include:

• 9% reduction in average handle time (AHT)
• 29% reduction in callback duration
• 58% reduction in unavailable time

BRS plans to deploy NICE's Interaction Analytics later this year for further business insights. The implementation aims to provide a true omnichannel experience, including voice, digital, and outbound services, while integrating with each business area's CRM.

Positive

• Implementation of NICE CXone cloud platform for improved customer experience
• 9% reduction in average handle time (AHT)
• 29% reduction in callback duration
• 58% reduction in unavailable time
• Integration of CXone Analytics for advanced business insights
• Planned deployment of NICE's Interaction Analytics for further improvements

Negative

• None.

Insights

Tech Expert

Boon Rawd Supply Chain's migration to NICE CXone cloud platform marks a significant leap in their customer experience (CX) strategy. The implementation of CXone Analytics has yielded impressive results, with a 9% reduction in average handle time, 29% reduction in callback duration and a substantial 58% decrease in unavailable time. These metrics indicate a notable improvement in operational efficiency and customer service quality.

The platform's integration capabilities, connecting disparate systems and CRMs across BRS's diverse portfolio, showcase the power of cloud-based solutions in unifying business operations. The upcoming deployment of NICE's Interaction Analytics promises to further enhance data-driven decision-making, potentially leading to more refined business strategies and improved customer satisfaction. This move aligns with the growing trend of businesses leveraging AI and cloud technologies to gain competitive advantages in customer service and operational efficiency.

Market Research Analyst

The adoption of NICE CXone by Boon Rawd Supply Chain (BRS) signals a strategic shift in the APAC region's supply chain and logistics sector. By moving to a cloud-based platform, BRS is positioning itself at the forefront of customer experience innovation in its industry. The immediate improvements in key performance indicators suggest that this investment could translate into enhanced market competitiveness and potentially increased market share.

The focus on omnichannel capabilities, including voice, digital and outbound communications, reflects a keen understanding of evolving customer preferences and the importance of meeting customers on their preferred platforms. As BRS serves as a important link between brands and customers across the ASEAN region, this enhanced capability could lead to stronger partnerships with brands and improved customer loyalty. The move may prompt competitors to reassess their own CX strategies, potentially accelerating digital transformation across the sector.

Financial Analyst

The implementation of NICE CXone by Boon Rawd Supply Chain presents a compelling case for the financial benefits of cloud-based CX solutions. The reported efficiency gains, particularly the 58% reduction in unavailable time, suggest significant cost savings and improved resource utilization. These operational improvements are likely to positively impact BRS's bottom line, potentially leading to improved profit margins in the medium to long term.

For NICE (Nasdaq: NICE), this successful implementation in the APAC region could serve as a valuable case study, potentially driving further adoption of their solutions in emerging markets. The expansion of NICE's footprint in the supply chain and logistics sector may diversify their revenue streams and strengthen their market position. Investors should monitor NICE's performance in the coming quarters for indications of increased market penetration and revenue growth stemming from similar high-profile implementations in the APAC region.

NICE’s purpose-built AI for CX connects disparate systems and interaction analytics throughout the APAC region to provide total visibility

HOBOKEN, N.J.--(BUSINESS WIRE)-- NICE (Nasdaq: NICE) has today announced that Boon Rawd Supply Chain Co., Ltd (BRS), Thailand's experts in supply chain solutions and logistics, customer services, and support to connect customers with brands throughout the ASEAN region, implemented NICE CXone to gain full transparency and convergence of all facets of its businesses and provide exceptional CX. The shift from on-premises to the industry-leading CXone cloud platform along with CXone Analytics has enabled BRS to use advanced insights to fully serve supply chain processes, identify cost reductions, and discover sales channel opportunities.

BRS selected CXone to enhance the customer experience with improved efficiency in time, accuracy, overall cost, and business development. The CXone platform supports BRS’s vastly diversified portfolio by providing complete visibility and comprehensive reporting fully integrated with each business area’s CRM. The addition of a complete omnichannel experience, including voice, digital, and outbound, yielded immediate results, with a 9% reduction in average handle time (AHT), a 29% reduction in callback duration, and a 58% reduction in unavailable time. NICE’s Interaction Analytics will be deployed later this year to further drive analytical insights in business decisions.

“We were looking for a vendor that would allow us complete transparency and opportunity,” said Thanawat Thaiyoo, Customer Services and Supports Director, Boon Rawd Supply Chain Co., Ltd. “NICE CXone gives us the ability to exceed our customers’ expectations to provide superior service. Our customers expect and deserve nothing but the best.”

Darren Rushworth, President, NICE International, said, “CXone’s complete platform and purpose-built AI integrates previously disparate systems for consistent management of CX workflows. NICE’s industry-leading platform enables companies to quickly save costs and improve efficiency. We are excited to assist BRS’s transformation to provide a true omnichannel experience.”

About Boon Rawd Supply Chain Co., Ltd. (BRS)
BRS was established on July 3, 2018, with the mission of delivering over 515 million items annually. The company operates within a warehouse space of 140,000 square meters across 7 distribution points nationwide. BRS has a fleet of over 600 owned transport vehicles and additional 3,600 vehicles in its network. This extensive fleet connects the supply chain from manufacturers to wholesale and retail outlets throughout Thailand, reaching from provincial level to communities and villages. Consequently, BRS has become a comprehensive supply chain solutions and logistics provider.​

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.

View source version on businesswire.com: https://www.businesswire.com/news/home/20240917427363/en/

Corporate Media

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, CET

Source: NICE

FAQ

What benefits did Boon Rawd Supply Chain experience after implementing NICE CXone?

After implementing NICE CXone, Boon Rawd Supply Chain experienced a 9% reduction in average handle time, a 29% reduction in callback duration, and a 58% reduction in unavailable time. The company also gained full transparency and improved efficiency across its diverse portfolio.

How does NICE CXone help Boon Rawd Supply Chain improve its customer experience?

NICE CXone helps Boon Rawd Supply Chain improve customer experience by providing a complete omnichannel platform, including voice, digital, and outbound services. It also offers comprehensive reporting and analytics, enabling the company to identify cost reductions and discover sales channel opportunities.

What future plans does Boon Rawd Supply Chain have with NICE (Nasdaq: NICE) technology?

Boon Rawd Supply Chain plans to deploy NICE's Interaction Analytics later this year to further drive analytical insights for business decisions and enhance their customer service capabilities.

How does NICE CXone integrate with Boon Rawd Supply Chain's existing systems?

NICE CXone integrates fully with each business area's CRM at Boon Rawd Supply Chain, providing complete visibility and comprehensive reporting across the company's diverse portfolio.