Auckland Council, NZ implemented CXone to improve the customer experience for service delivery

Auckland Council, NZ iConnect contact management system

In Progress

Auckland Council implemented CXone, a new contact management system, to provide more efficient customer service for residents. The CXone platform automatically directs customers to the best person for their specific request to provide more effective service delivery. The Council is also trialing a process in which customers can enter information into the system while waiting on hold. This process will allow agents to directly access relevant information at the beginning of each call.

Citizen Services Communications Pilot / POC Customer Support

Auckland Council, NZ

Unitary council in New Zealand

New Zealand

Products

CXone Call Center Software

CXone transforms your call center software empowering exceptional agent and customer experiences.

Vendors

NICE

NICE inContact is the cloud contact center software leader, empowering organizations to provide exceptional customer experiences with the world’s number one cloud customer experience platform.

Newsworthy

New contact management system a game-changer for council services | OurAuckland

A new customer contact management system will allow Auckland Council to provide a faster, more efficient service for Aucklanders.

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