Dutch Railways Boosts Its Customer Experience With NICE

NICE announced that Dutch Railways (NS) has successfully transitioned its customer experience operations to the cloud using NICE CXone.

By consolidating its systems and replacing multiple legacy vendors, Dutch Railways implemented CXone Complete Suite and NICE Workforce Management (WFM) to enhance operational efficiency and improve both agent and customer satisfaction.

The move has streamlined operations, reduced contact centre costs, and allowed 90 percent of agents to manage both voice and digital interactions, thanks to features like True to Interval (TTI) in NICE WFM.

Rene Klaassen, Business Consultant, Dutch Railways, said, “Once we focused on customer intentions, we saw how it could simplify the service experience, but we also kept the goals of doing good for our agents and good for Dutch Railways. Knowing that the agents could see the benefits was a truly happy moment for me. With NICE and our partner BrightContact, we will continue to provide exceptional experiences for our customers.”

Darren Rushworth, President, NICE International, said, “Dutch Railways’ decision to migrate to CXone in order to improve operational efficiency showcases the superiority of NICE’s platform, and this value is evident in their initial results.

“NICE’s commitment to providing exceptional customer CX is highlighted through the success of our clients, and I’m thrilled to see how Dutch Railways expands its use of this next-gen technology into the future.”

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Author: Hannah Swankie
Reviewed by: Jo Robinson