NICE Partners With Deutsche Telekom

The alliance enables companies across the continent to deliver frictionless, digital self-service and agent-assisted experiences with CXone.

NICE announced a partnership with Deutsche Telekom Global Business, Deutsche Telekom’s affiliate offering telecommunications and connectivity solutions to businesses of all sizes including the public sector. Deutsche Telekom Global Business is now offering the CXone portfolio of industry-leading digital and agent-assisted CX solutions in Europe as part of the collaboration.

Today, the ability to work from anywhere is an aspect critical for both employees and companies. With NICE CXone, Deutsche Telekom Global Business customers can gain access to a cloud-native customer experience platform enabling the flexible provision of exceptional, frictionless, digital self-service and agent-assisted customer service. Deutsche Telekom Global Business is integrating the NICE CXone CCaaS platform and its applications in the communications projects it launches. Its clients can benefit from CXone’s comprehensive features in an easy-access cloud environment while optimizing and streamlining infrastructure costs and providing a flexible, scalable and secure payment model.

Among the capabilities offered by way of this partnership include conversational AI and chatbots that allow for more natural, personalized assistance and Workforce and Quality Management solutions that power improved agent efficiency and drove positive experiences for agents and customers alike. Also included is the automated speech-recognition assistance offering which speeds up resolution times and avoids long queues and waiting times.

“This agreement strengthens our commitment to offering our clients advanced communications services and, specifically, innovative AI-driven capabilities for the contact center, within a robust, solid, agile and highly operative cloud infrastructure,” commented Javier del Río, Sales Expert at Deutsche Telekom Global Business Iberia.

Paul Jarman, NICE CXone CEO, said, “This partnership is yet another reflection of NICE CXone’s fast-growing international footprint and we’re very pleased to collaborate with Deutsche Telekom Global Business on enabling companies in Europe to build relationships that last. With its purpose-built CX AI and native open cloud foundation, CXone enables organizations of all sizes to drive frictionless, end-to-end service experiences across the entire customer journey.”