Deutsche Telekom Global Business Broadens its Contact Centre Solutions Portfolio with NICE CXone

Press Release

Deutsche Telekom Global Business, Deutsche Telekom’s affiliate offering telecommunications and connectivity solutions to businesses of all sizes including the public sector, announced that it is adding NICE CXone to its portfolio of solutions, broadening its contact centre cloud services offering to clients. Strengthening its position as a strategic technological partner specialising in digital CX solutions, Deutsche Telekom Global Business has signed a reseller agreement with NICE, a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond, and willresell NICE’s CXone cloud offering in Europe. Deutsche Telekom Global Business will offer advanced contact centre services to all businesses, enabling digital and voice call management while integrating all client communications channels in one single platform: email, SMS, webchat or messaging services on social networks, such as Twitter, Telegram, WhatsApp, and more.

Today, geographic mobility is an aspect relevant both to employees and companies. This makes ensuring access and correct functioning of day-to-day work tools from anywhere as critical to providing greater flexibility for employees. By way of this agreement, Deutsche Telekom Global Business will now integrate the complete NICE CXone CCaaS platform and its applications in the communications projects it launches. Its clients will have access to the full range of the NICE CXone platform and its comprehensive features in an easy-access cloud environment, while optimising and streamlining infrastructure costs and providing flexible, scalable and secure payment model for clients.

“This agreement strengthens our commitment to offering our clients advanced communications services and, specifically, innovative AI-driven capabilities for the contact centre, within a robust, solid, agile and highly operative Cloud infrastructure”, explains Miguel Ángel Sánchez del Pilar, Managing Director at Deutsche Telekom Global Business Iberia.

Paul Jarman, NICE CXone CEO, said, “This partnership is yet another reflection of NICE CXone’s fast growing international footprint and we’re very pleased to collaborate with Deutsche Telekom Global Business on enabling companies in Europe to build relationships that last. With its purpose-built CX AI, and native open cloud foundation, CXone enables organizations of all sizes to drive frictionless end-to-end service experiences across their entire customer journey."

Among the capabilities offered by way of this partnership between Deutsche Telekom Global Business and NICE, are automated speech-recognition assistance, which ensures the aim of the call is achieved in less time, avoiding queues and waiting times, while optimising resources. Conversational bots, whether voice or digital, enable the client to access the information required by way of guided dialogue. Likewise, Quality and Workforce Management solutions facilitate the tasks to be undertaken by the Contact Centre representatives, making them more efficient and enabling a more positive experience for representatives and customers alike.