COUNTRY FOCUS : NETHERLANDS
Amsterdam City , Netherlands
ABN AMRO finds smarter and faster digital customer experiences with NICE CXone
NICE has announced that ABN AMRO , a leading eurozone financial institution located in the Netherlands , has deployed NICE CXone to expand its digital capabilities across all touchpoints and provide a smarter , faster customer experience across the entire journey . Alongside reseller , Infosys , NICE helped ABN AMRO migrate from on-premise to cloud with CXone in a quick , easy and risk-free way , aiding the bank ’ s wider Digital Transformation ambitions .
ABN AMRO required an upgrade that would simplify its infrastructure and address customers ’ new digital needs . With thousands of employees working across various campuses and remotely , ABN AMRO also needed a solution that was easy to configure , agile and had flexible capabilities that addressed the new hybrid working environment . Handling around 5 million calls annually , ABN AMRO integrated NICE ’ s unified platform , CXone , alongside attached solutions including CXone Workforce Management ( WFM ), CXone Audio Recording and CXone Personal Connection , so that it works harmoniously with existing third-party CRM and chatbot solutions .
ABN AMRO required a cloud-based solution with a complete set of capabilities that allowed it to expand CX further than the capabilities of its previous vendor . By understanding the customer ’ s business needs , NICE and Infosys were able to provide a
52 INTELLIGENTCIO EUROPE www . intelligentcio . com