Sitel Group Partners with NICE inContact for Premier Omnichannel Cloud Platform

Sitel Group, a leading global customer experience management provider that delivers more than 2.5 million experiences every day, announced a partnership with NICE inContact. The combination of Sitel Group’s deep CX expertise and industry leading NICE inContact CXone cloud customer experience platform delivers an agile, efficient and scalable customer engagement solution.

“By providing a fully managed solution, our group takes the NICE inContact partnership to the next level by providing full implementation, ongoing support and enterprise pricing for our clients,” said Chip Heineman, Vice President of Global IT Solutions, Sitel Group. “This offering includes market leading NICE inContact CXone for our contact centers as well as our clients’ full enterprise, including their in-house, remote office and third party, non-Sitel business process outsourcing (BPO) providers. Our group brings more than 30 years of valuable contact center technology and applications experience while NICE inContact brings more than two decades of experience to provide an unparalleled level of support to clients in the industry.”

Sitel Omnichannel Platform+, powered by NICE inContact CXone, delivers a fully managed, scalable omnichannel cloud platform. As business needs evolve to integrate more customer interactions than ever before including email, voice, chat and social media, this platform delivers a unified view to connect customer journeys across all channels.

Aimed at decreasing the total cost of ownership, this blended-channel solution offers a robust speed-to-market capable of onboarding and managing a suite of applications including:

  • Contact Routing Management
  • End-to-End Reporting
  • Quality Assurance Management
  • Workforce Management
  • Desktop Integration
  • Telecom and Network Management

The unified cloud contact centre platform provides seasonal flexibility, scalability and multi-site support to grow and adapt to changing business needs. Sitel Omnichannel Platform+ also includes programming and troubleshooting support with automatic upgrades to ensure the latest new features are available.

Sitel Omnichannel Platform+ is compliant with both PCI and GDPR with continuous and global support.

“We are pleased to partner with Sitel to deliver a unique cloud customer experience platform for their business customers, whether small companies or large organizations,” said Paul Jarman, CEO of NICE inContact. “Organizations today are recognizing the benefits of an open, native cloud platform to power exceptional customer experiences, every time, in order to build loyalty, advocacy and wallet share.”

About Sitel Group

Sitel Group is one of the largest customer experience management companies in the world. The group is comprised of industry-leading firms providing business process outsourcing, digital customer experience, training and talent management, technology and innovation, consulting and analytics solutions.

With subsidiaries such as Sitel, TSC, Learning Tribes, Extens Consulting, Sitel Insights and Novagile, the group’s services are leveraged across geographies, verticals and all stages of the end-to-end customer journey, helping clients effectively harness the industry’s explosive digital transformation and consistently deliver outstanding customer experiences.

With over 30 years of industry-leading experience, Sitel Group’s 75,000 associates service over 400 clients – Fortune Global 500 companies as well as local businesses – through its network of more than 150 offices in 25 countries.

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