Dutch Railways Digitally Revolutionizes Transportation with NICE CXone
Dutch Railways, the principal railway operator in the Netherlands, has successfully transitioned its customer experience operations to the cloud using NICE CXone. The move from multiple legacy systems to CXone Complete Suite and NICE Workforce Management aims to consolidate operations and drive digital innovation. Key benefits include:
1. Improved agent efficiency and satisfaction
2. Streamlined omnichannel customer journeys
3. Reduced contact center costs
4. Increased customer satisfaction
5. 90% of agents now handle both voice and digital interactions
The implementation, supported by partner BrightContact, has simplified the service experience while benefiting agents and the company. NICE's platform superiority is evident in Dutch Railways' initial results, showcasing NICE's commitment to exceptional customer experiences.
Le Ferrovie Olandesi, il principale operatore ferroviario nei Paesi Bassi, ha effettuato con successo la transizione delle proprie operazioni di customer experience al cloud utilizzando NICE CXone. Il passaggio da più sistemi legacy al NICE CXone Complete Suite e NICE Workforce Management mira a consolidare le operazioni e stimolare l'innovazione digitale. I principali vantaggi includono:
1. Maggiore efficienza e soddisfazione degli agenti
2. Percorsi dei clienti omnicanale semplificati
3. Riduzione dei costi del contact center
4. Aumento della soddisfazione dei clienti
5. Il 90% degli agenti ora gestisce interazioni sia vocali che digitali
L'implementazione, supportata dal partner BrightContact, ha semplificato l'esperienza del servizio a beneficio sia degli agenti sia dell'azienda. La superiorità della piattaforma NICE è evidente nei risultati iniziali delle Ferrovie Olandesi, che mettono in mostra l'impegno di NICE per esperienze clienti eccezionali.
Ferrocarriles Holandeses, el principal operador ferroviario en los Países Bajos, ha logrado trasladar con éxito sus operaciones de experiencia del cliente a la nube utilizando NICE CXone. La transición de múltiples sistemas heredados al NICE CXone Complete Suite y NICE Workforce Management tiene como objetivo consolidar operaciones y fomentar la innovación digital. Los beneficios clave incluyen:
1. Mayor eficiencia y satisfacción de los agentes
2. Recorridos de clientes omnicanal simplificados
3. Reducción de costos del centro de contacto
4. Aumento de la satisfacción del cliente
5. El 90% de los agentes ahora manejan tanto interacciones de voz como digitales
La implementación, apoyada por el socio BrightContact, ha simplificado la experiencia del servicio mientras beneficia a los agentes y a la empresa. La superioridad de la plataforma de NICE es evidente en los resultados iniciales de Ferrocarriles Holandeses, destacando el compromiso de NICE con experiencias excepcionales para los clientes.
네덜란드의 주요 철도 운영자인 네덜란드 철도는 NICE CXone을 사용하여 고객 경험 운영을 성공적으로 클라우드로 전환했습니다. 여러 레거시 시스템에서 NICE CXone Complete Suite 및 NICE Workforce Management로의 전환은 운영 통합과 디지털 혁신을 촉진하는 것을 목표로 합니다. 주요 이점은 다음과 같습니다:
1. 에이전트 효율성 및 만족도 향상
2. 간소화된 옴니채널 고객 여정
3. 컨택 센터 비용 절감
4. 고객 만족도 증가
5. 이제 90%의 에이전트가 음성 및 디지털 상호작용을 모두 처리함
BrightContact 파트너의 지원을 받은 이 구현은 서비스 경험을 간소화하여 에이전트와 회사 모두에게 이익이 되었습니다. NICE 플랫폼의 우수성은 네덜란드 철도의 초기 결과에서 분명히 드러나며, 뛰어난 고객 경험을 위한 NICE의 헌신을 보여줍니다.
Les Chemins de fer néerlandais, le principal opérateur ferroviaire aux Pays-Bas, a réussi à transférer avec succès ses opérations d'expérience client vers le cloud en utilisant NICE CXone. Le passage de plusieurs systèmes hérités à la NICE CXone Complete Suite et à NICE Workforce Management vise à consolider les opérations et à stimuler l'innovation numérique. Les avantages clés comprennent :
1. Amélioration de l'efficacité et de la satisfaction des agents
2. Parcours client omnicanaux simplifiés
3. Réduction des coûts du centre de contact
4. Augmentation de la satisfaction client
5. 90 % des agents gèrent désormais à la fois des interactions vocales et numériques
La mise en œuvre, soutenue par le partenaire BrightContact, a simplifié l'expérience de service tout en bénéficiant aux agents et à l'entreprise. La supériorité de la plateforme NICE se manifeste dans les premiers résultats des Chemins de fer néerlandais, mettant en avant l'engagement de NICE envers des expériences clients exceptionnelles.
Die Nederlandse Bahn, der Hauptbahnbetreiber in den Niederlanden, hat erfolgreich ihre Kundenservice-Operationen in die Cloud mit NICE CXone überführt. Der Umstieg von mehreren Altsystemen auf das NICE CXone Complete Suite und NICE Workforce Management zielt darauf ab, die Abläufe zu konsolidieren und digitale Innovationen voranzutreiben. Zu den wichtigsten Vorteilen gehören:
1. Verbesserte Effizienz und Zufriedenheit der Agenten
2. Optimierte Omnichannel-Kundenreisen
3. Senkung der Kontaktdienstkosten
4. Steigerung der Kundenzufriedenheit
5. 90% der Agenten kümmern sich jetzt um sowohl Sprach- als auch digitale Interaktionen
Die Implementierung, unterstützt von Partner BrightContact, hat das Serviceerlebnis vereinfacht und sowohl den Agenten als auch dem Unternehmen zugutegekommen. Die Überlegenheit der NICE-Plattform zeigt sich in den ersten Ergebnissen der niederländischen Bahn und belegt das Engagement von NICE für außergewöhnliche Kundenerlebnisse.
- Successful migration to NICE CXone cloud platform
- Improved operational efficiency and streamlined systems
- Increased agent efficiency and satisfaction
- Reduced contact center costs
- Increased customer satisfaction
- 90% of agents now handle both voice and digital interactions
- Implementation of True to Interval (TTI) feature for blended interactions
- None.
Insights
Dutch Railways' adoption of NICE CXone marks a significant shift in their customer experience strategy, potentially impacting NICE's financial performance. While specific financial figures aren't disclosed, the move from multiple legacy vendors to a single platform suggests cost consolidation and operational efficiency gains for Dutch Railways. For NICE (Nasdaq: NICE), this high-profile client acquisition in the transportation sector could boost revenue and market share in Europe. The reported improvements in agent efficiency, customer satisfaction and cost reduction indicate a strong value proposition for NICE's products, which could drive further sales in the transportation and logistics industries. Investors should monitor NICE's upcoming financial reports for potential revenue growth and improved margins resulting from such strategic wins.
The implementation of NICE CXone by Dutch Railways represents a significant technological leap in the transportation sector's customer service capabilities. The platform's ability to handle blended synchronous and asynchronous interactions across multiple channels is particularly noteworthy, enabling
Dutch Railways' successful migration to NICE CXone signals a growing trend in the transportation industry towards advanced, cloud-based customer experience solutions. This move aligns with the broader market shift towards digital transformation and customer-centric operations. The reported improvements in customer and agent satisfaction, coupled with cost reductions, validate the market demand for integrated, AI-driven CX platforms. For NICE, this case study could serve as a powerful marketing tool to attract similar large-scale clients in the transportation and logistics sectors. The emphasis on omnichannel capabilities and journey-based design reflects evolving consumer expectations for seamless, personalized interactions across multiple touchpoints. This successful implementation could accelerate the adoption of advanced CX technologies in the transportation industry, potentially expanding the market for vendors like NICE.
Dutch Railways’ use of NICE CXone boosts agent and customer experiences
Dutch Railways sought a reliable solution to streamline disparate systems and increase operational efficiency, selecting CXone and WFM to improve agent efficiency, agent satisfaction, and enable a complete redesign around omnichannel and customer journeys. The railway operator has also noted a reduction in contact center costs, an increase in customer satisfaction, and an increase in agent satisfaction due to evenly distributed workloads. True to Interval (TTI), an exclusive feature of NICE WFM, supports handling blended synchronous and asynchronous interactions to utilize activity-based staffing requirements, enabling 90 percent of the railway’s agents to handle interactions across voice and digital channels.
Rene Klaassen, Business Consultant, Dutch Railways, said, “Once we focused on customer intentions, we saw how it could simplify the service experience, but we also kept the goals of doing good for our agents and good for Dutch Railways. Knowing that the agents could see the benefits was a truly happy moment for me. With NICE and our partner BrightContact, we will continue to provide exceptional experiences for our customers.”
“Dutch Railways' decision to migrate to CXone in order to improve operational efficiency showcases the superiority of NICE’s platform, and this value is evident in their initial results,” said Darren Rushworth, President, NICE International. “NICE’s commitment to providing exceptional customer CX is highlighted through the success of our clients, and I’m thrilled to see how Dutch Railways expands its use of this next-gen technology into the future.”
About Dutch Railways
Dutch Railways (formally Nederlandse Spoorwegen) is the principal railway operator in
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/20240910096134/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, CET
Source: NICE
FAQ
What benefits has Dutch Railways seen from implementing NICE CXone?
How has NICE CXone improved Dutch Railways' customer experience operations?
What specific NICE products is Dutch Railways using for its customer experience operations?
How has the True to Interval (TTI) feature of NICE WFM benefited Dutch Railways?
