Hastings Direct Standardises CX Operations on CXone and Boosts Agent Productivity and Engagement

NICE announced that Hastings Direct has found great success migrating to the cloud by implementing NICE CXone to streamline and converge operations.

Previously operating eight separate on-premise platforms across three countries, Hastings Direct wanted to gain greater insights into the data of its contact centres to improve efficiency and maximize productivity.

Working with BSL Group, Hastings Direct deployed NICE CXone to modernize workstreams and unlock new business opportunities for customer communications.

After a speedy three-month implementation, Hastings Direct found business value almost immediately. The tight integration with Hastings Direct’s policy system and back-office data platforms provides superior, timely insights and increased visibility into operations. The improved transparency enables business leaders to make data-driven decisions quickly and efficiently.

With CXone, one common platform for voice, live chat, and email interactions between agents and customers, Hastings Direct was also able to boost productivity by 26 percent by gaining better transparency and visibility into the contact centre for scheduling. To improve agent experience, a single sign-on (SSO) process was adopted. Agents can easily and frictionlessly access support resources and shift between calls and chats. Hastings Direct also undertook agent skill auditing and realignment, which resulted in a three percent reduction in contact transfers system-wide within three months.

Lisa Irons, Head of Operational Transformation, Hastings Direct, said, “Amid an enterprise-wide investment in cloud capabilities, we knew it was time to bring our contact centre into the digital future and we wanted to do it fast. NICE’s scalable CXone cloud platform allowed us to transition to the cloud rapidly and seamlessly. This is only the beginning, and we look forward to further investing in NICE’s offerings to grow our business even more.”

“Hastings Direct’s move to the cloud empowers the company to quickly scale operations as the market evolves and prepare for future business needs,” said Darren Rushworth, President, NICE International. “Just like Hastings Direct, companies of all sizes are realizing the power of cloud and AI technologies to transform contact centres and bring their business into the digital future. NICE remains committed to helping companies like Hastings Direct accommodate rapid growth while delivering truly exceptional customer experiences.”

About NICE

With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact centre – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform – and elevate – every customer interaction.

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