Textel Expands Partnership with NICE CXone to Bring its Advanced Texting Services to the International Marketplace

Rhea-AI Summary

Textel has expanded its partnership with NICE to provide cloud-based texting services to NICE’s international customers. This integration within the CXone platform aims to enhance customer engagement while reducing operational costs. Textel’s features include SMS and MMS communication capabilities, skills-based routing, and analytics for improved management. The partnership is expected to boost revenue opportunities globally. Textel recently earned the DEVone Application Certification, highlighting its quality and security for NICE CXone clients.

Positive

• Expansion of partnership with NICE to international markets.
• Integration of advanced texting features within NICE's CXone platform.
• DEVone Application Certification enhances trust in Textel's services.

Negative

• None.

ST. LOUIS--(BUSINESS WIRE)-- Textel, the fastest and most reliable full-service, cloud-based texting platform for businesses and contact centers, announced an expanded partnership with NICE (Nasdaq: NICE) CXone to bring its innovative texting services to NICE’s international customers. By replacing the need for phone calls, Textel’s advanced texting platform lets users worldwide increase revenue while dramatically reducing operational costs.

“We’ve had a successful partnership with NICE CXone in North America, and we are excited to expand it internationally,” said Brandon Pineda, channel director at Textel. “Combining the solutions of Textel and NICE CXone, the ROI and benefits to businesses have been truly remarkable.”

Built seamlessly into NICE’s CXone platform, Textel’s integration lets users have flexible, two-way dialog with their customers via SMS and MMS. This lets customers communicate faster and more efficiently than on traditional channels (email, voice, chat). With features like skills-based routing, agent-initiated and blast outbound capabilities, agentless textbots, Interactive Text Response (ITR), call deflection, and group texting functionality, agents can oversee multiple interactions simultaneously. And, with full transcript reporting and analytics, managers have the tools they need to coach agents.

Textel was recently awarded the DEVone Application Certification. The distinction assures NICE CXone customers that Textel’s innovative cloud texting and MMS is a trusted solution that meets specific quality, performance, and security requirements upon technical integration.

NICE’s CXone platform takes a holistic approach to improve both agent and customer experiences, helping organizations of all sizes modernize and remain agile and resilient in today’s increasingly digital landscape with omnichannel routing, analytics, workforce optimization, automation, and artificial intelligence.

Darren Rushworth, President, NICE International, said, “We are excited to grow our partnership with Textel and offer our international customers another channel to communicate with their consumers via Textel, the gold standard of texting. Growing the number of channels to reach consumers promotes more opportunities for a frictionless customer experience.”

About Textel

Founded in 2014, Textel is the rapidly growing texting platform for businesses and contact centers that is specifically designed to enhance the customer experience, increase customer engagement, improve contact center performance, and drive revenue. With over 1,500 customers around the world, Textel helps companies communicate faster and more efficiently than traditional channels (email, voice, chat). Visit Textel on LinkedIn and Twitter.

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

View source version on businesswire.com: https://www.businesswire.com/news/home/20220623005796/en/

Kelly Keane

410-271-7450

kellykeaneprspecialist@gmail.com

Source: Textel

FAQ

What is the nature of the partnership between NICE and Textel?

NICE has expanded its partnership with Textel to provide cloud-based texting services to its international customers.

When was the partnership between NICE and Textel announced?

The expanded partnership was announced on June 23, 2022.

What benefits does the NICE and Textel partnership offer?

The partnership allows for enhanced customer engagement and operational cost reductions through advanced texting features.

What certification has Textel received for its services?

Textel was awarded the DEVone Application Certification, ensuring its services meet quality, performance, and security standards.

What is NICE's CXone platform?

NICE's CXone platform is the world's #1 cloud-native customer experience platform designed to improve customer interactions and business metrics.