Etisalat Digital, a subsidiary of Abu Dhabi-based leading telecom group Etisalat, has entered into a partnership with NICE, Israel-based leading provider of both cloud and on-premises enterprise software solutions, to drive the availability of its cloud-native customer experience platform ‘CXone’ in the UAE.
With CXone, Etisalat Digital will be uniquely positioned to advise and empower organizations to transform their business through effective and engaging customer communications now and into the future.
The partnership will provide Etisalat customers with a clear path to the cloud with CXone while allowing frictionless digital self-service and agent-assisted customer experiences.
Commenting on the partnership, Mr. Salvador Anglada, CEO of Etisalat Enterprise Digital, said, “Etisalat Digital is committed to delivering the most advanced and efficient customer engagement solutions as a cornerstone in the digital transformation journey of businesses and governments. NICE and CXone are an ideal partner for our contact center practice that will deliver the most innovative solutions for an exceptional customer service experience.”
Etisalat Digital’s decision to partner with NICE comes following a comprehensive review of Contact Centre as a Service (CCaaS) providers that showed CXone as the leading CX platform with a proven ability to drive digital transformation well into the future. As part of this alliance, Etisalat Digital will drive strategic investments in building managed services practice around NICE CXone, a first of its kind in the region.
Capabilities such as easy migration to the cloud, the ability to rapidly innovate and offer cutting-edge features, flexibility to scale as needed, easy management of remote agents working from any location as well as multiple contact centers also drove Etisalat Digital to the decision.
“Our partnership with Etisalat Digital demonstrates NICE CXone’s accelerated international expansion, and we’re excited to work together to bring the benefits of the cloud to agents and customers in the UAE. CXone provides the essential technology businesses need to exceed today’s customers’ expectations in a unified cloud-native platform, fast-tracking digital transformations and digital fluency for companies of all sizes across the globe.”
Among the NICE solutions to be offered by Etisalat is the CXi, (Customer Experience interactions) platform, a new framework delivered through a unified suite of applications on the CXone platform. CXi empowers organizations to intelligently meet their customers wherever their journey begins, enables resolution through artificial intelligence (AI) and data-driven self-service, and prepares agents to resolve customer needs successfully.
Further, CXi enables a smooth end-to-end service experience, combining digital entry points, journey orchestration, smart self-service, prepared agents and complete performance improvement, all embedded with purpose-built CX AI and based on a native open cloud foundation.