Australia's AUSIEX Utilizes NICE CXone.
M2 EQUITYBITES-November 26, 2024-Australia's AUSIEX Utilizes NICE CXone(C)2024 M2 COMMUNICATIONS http://www.m2.co.uk
US-based CX software provider NICE (NASDAQ: NICE) said that Australia-based AUSIEX has implemented the NICE CXone cloud-native contact center platform to enhance its operational capabilities and customer engagement strategies.
AUSIEX is one of Australia's providers of wholesale trading solutions for financial institutions, intermediaries, advisers, and industry participants.
AUSIEX uses its scale, expertise, and heritage to deliver value for hundreds of thousands of clients by seamlessly connecting them to markets.
AUSIEX embarked on a transformative journey to become a standalone entity following its acquisition by multi-national technology solutions provider Nomura Research Institute, Ltd. in 2020.
This required a robust and versatile CX solution that could cater to its evolving needs. After a thorough discovery phase evaluating various providers, AUSIEX selected CXone for its comprehensive functionality and ease of integration.
The implementation was executed in stages to minimize disruption and the integration of old and new technologies was managed meticulously, reflecting the strong collaboration between AUSIEX and NICE and the versatility of the CXone platform.
One of the most significant upgrades has been in data analytics and reporting. AUSIEX has transitioned from relatively manually intensive processes to automated, real-time reporting and analytics through CXone.
This has streamlined operations and provided deeper insights into customer behaviors and preferences. Since the introduction of CXone, AUSIEX has also introduced additional touchpoints for customer feedback and engagement, including phone-based surveys, which has seen its customer engagement increase by 33%.
These initiatives are part of AUSIEX's broader strategy to harness technology for better customer insights and service delivery.
The CXone implementation has also delivered a strong foundation from which AUSIEX can continue to evolve its operations through continuous improvement and innovation, including through the planned integration of workforce management capabilities.
As AUSIEX continues to navigate its growth trajectory and expand its service offerings, the successful integration of NICE CXone stands as a cornerstone of its commitment to excellence in customer service and innovation.
With over 25 years of experience in the local market and the backing of Nomura Research Institute, Ltd., a multinational trading technology powerhouse, AUSIEX combines deep expertise with trusted technology to deliver solutions that seamlessly connect our clients to markets.
Supporting organisations of all sizes, we work across all segments of the wholesale market, specialising in equities execution, clearing and settlement services, equities administration, and fully supported B2B platforms.
Founded in 1965, NRI is a global provider of consulting services and system solutions, including management consulting, system integration, and IT management and solutions for the financial, manufacturing, retail and service industries.
NRI has more than 17,000 employees in 16 countries and regions including New York, London, Tokyo, Hong Kong, Singapore, and Australia. NRI reports annual sales above USD 4.9 bn. NRI is rated "A" by S&P Global Ratings Japan.
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| Publication: | M2 EquityBites (EQB) |
|---|---|
| Geographic Code: | 8AUST |
| Date: | Nov 26, 2024 |
| Words: | 476 |
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