NiCE CXone enables Bell Integration to unify workflows, improve agent efficiency, and deliver faster, more seamless customer service experiences through AI.
NiCE has announced that Bell Integration has selected its CX AI platform, CXone, to modernise its service desk and business development operations.
The initial deployment will span three sites and support up to 1000 employees, creating a unified platform for managing customer interactions. Bell will deploy CXone with integrated AI solutions, including Copilot and Feedback Management, to enable a single platform for voice, email, and live chat.
The platform will integrate with ServiceNow and Salesforce, replacing fragmented legacy tools with a connected environment that streamlines workflows and improves operational efficiency.
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By consolidating tools and applying AI-powered knowledge management, real-time agent assistance, and customer feedback analytics, Bell expects to reduce agent overheads, improve customer satisfaction, standardise responses across teams, and accelerate time-to-resolution.
“Today, we’re deepening our relationship with NiCE by selecting CXone as the foundation of our communications operations. AI is a strategic pillar for Bell and our clients. Nice delivers both immediate value and a clear roadmap for what’s next, embedding world-class, AI-powered capabilities into a unified platform that helps us deliver service more efficiently while advancing our mission to be a trusted partner for innovative IT solutions,” said Stuart McMinn, Chief Technology Officer, Bell Integration.
Bell is simplifying and future-proofing its customer operations by expanding its AI capabilities. With CXone, Bell can unify workflows, agents, and knowledge on a single AI-ready platform, driving efficiency today while laying the foundation for an AI-first customer experience. By embedding intelligence across every interaction, Bell is positioned to innovate faster and deliver the kind of seamless, personalised service that defines the future of customer engagement,” said Darren Rushworth, President, NiCE International.
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