Leading Australian Telecommunications Company Revolutionizes Customer Experience Through Use of NICE Cloud Maturity Model Service

NICE announced one of Australia’s leading telecommunications companies and longtime NICE Performance Management (NPM) customer has moved to the Cloud Maturity Model (CMM). This continues their longstanding history of staying on the cutting edge of new technology and always putting their customers first.

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The Cloud Maturity Model, which uses proven practices, methodologies, automations and standards to achieve a predictable service experience, is a new support model that is an evolution of NICE Cloud Services. Focused on establishing proactive and predictive monitoring processes and simplifying the support model through standardization, CMM monitors all aspects of the environment. This allows issues to be resolved before the customer or employee is impacted, thus improving the experience for all.

“Working with this large telecommunications and technology company for over eight years has given NICE the opportunity to appropriately customize their NICE Performance Management solution to fit their needs,” said Darren Rushworth, President APAC, NICE. “The Cloud Maturity Model aligns with their pillars by simplifying the processes and reducing time and cost through the proactive nature of the solution. NICE continues to innovate in new ways to allow our customers to better serve their customers.”

NICE Performance Management enables customers to achieve their contact centre objectives by focusing on the employee and driving their performance and engagement by bringing together oceans of data from multiple sources and providing a single picture of contact centre performance. NPM then points to what is required for employees to achieve their goals and finally drives employee improvement and engagement via personalized and adaptive performance programs.

About NICE

NICE (Nasdaq: NICE) is the world’s leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.