Cloud: Etisalat Digital, NICE partner to bring CXone platform in UAE

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Cloud: Etisalat Digital, NICE partner to bring CXone platform in UAE
Cloud: Etisalat Digital, NICE partner to bring CXone platform in UAE

Combining digital entry points, journey orchestration, smart self-service, prepared agents and complete performance improvement, CXi enables a frictionless end-to-end service experience, all embedded with purpose-built CX AI and based on a native open cloud foundation

Etisalat Digital, to drive the availability of the CXone cloud platform in the UAE, recently announced a partnership with NICE. The collaboration, while enabling frictionless digital self-service and agent-assisted customer experiences, provides Etisalat customers with a clear, seamless path to the cloud with CXone.

Etisalat Digital, with CXone, is uniquely positioned to advise and empower organisations to transform their business via effective, engaging customer communications now and into the future. NICE CEO, Barak Eilam, and Etisalat Enterprise Digital CEO, Salvador Anglada, were present at the signing ceremony held at the Etisalat Digital Hospitality Lounge at Expo 2020 Dubai.

Following a comprehensive review of Contact Centre as a Service (CCaaS) providers that revealed CXone as the leading CX platform with a proven ability to drive digital transformation well into the future, Etisalat Digital chose to collaborate with NICE. The decision for the collaboration was driven by 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 centres. Etisalat Digital, as part of this alliance, will drive strategic investments in building managed services practice around NICE CXone – a first of its kind in the region.

The CXi, (Customer Experience interactions) platform, a new framework delivered through a unified suite of applications on the CXone platform is among the NICE solutions to be offered by Etisalat. Organisations are empowered by CXi to intelligently meet their customers wherever their journey begins, enables resolution through AI and data driven self-service, and prepares agents to resolve customer needs successfully. Combining digital entry points, journey orchestration, smart self-service, prepared agents and complete performance improvement, CXi enables a frictionless end-to-end service experience, all embedded with purpose-built CX AI and based on a native open cloud foundation.

Salvador Anglada said, “Etisalat Digital is committed to deliver 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 centre practice that will deliver the most innovative solutions for an exceptional customer service experience”.

Barak Eilam said, “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”.

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