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Aimed at taking its customer experience journey to the next level, e& enterprise will harness the power of artificial intelligence (AI) to scale up all of its customer experience commitments.

To that end, e& enterprise has converged NICE’s cutting-edge CX capabilities and Contact Centre as a Service (CCaaS) platform in the UAE. The platform's integrated engageX CX capabilities ensure that sensitive customer data remains in-country, while also empowering businesses to comply with regulations across government and public-private sector projects. The NICE CXone, engageX offers an end-to-end solution, from consultancy and platform ecosystem to delivery, onboarding, and ongoing support, enabling organizations to scale their customer interactions while enhancing the quality of their services.

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Elevating CX Capabilities

The solution empowers public, private and government sector customers to securely address every interaction at scale. In addition, the platform offers a rich set of capabilities including omni-channel engagement, workforce engagement management (WEM), AI-driven automation, interactive voice response (IVR), and recording. By analyzing all interactions, enterprises get a 360-degree view of the user experience, removing friction and making it better and more secure on both sides.

Salvador Anglada, Chief Executive Officer, e& enterprise, said, “While navigating today’s dynamic landscape, it’s a priority to focus on CX as it’s the cornerstone of business success. By partnering with NICE, our teams will now be able to support all our customers and gain a competitive advantage to drive growth and profitability. We remain committed to delivering unparalleled CX, exceeding our customer expectations at every touchpoint by not only solving business challenges but also forging long-term partnerships.”  Also Read: e& enterprise Rebrands UAE Trade Connect as ‘haifin’

The AI-driven platform empowers customer service agents and supervisors with a comprehensive contact center AI copilot, driving greater focus, productivity, and engagement, and significantly elevating their CX capabilities. Furthermore, the AI-powered virtual assistant guides customers with accurate responses using a trusted company knowledge repository and natural language chat. Consolidating contact center operations on a unified, AI-powered platform enables agents to save time and easily understand customer data through simple queries. The AI matches each customer with the best-fitted agent, leading to happier customers and better results.

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Solving Complex Compliance and Customer Experience Challenges

Miguel Villalonga, Chief Executive Officer, e& enterprise Cloud, said, “engageX is empowering customer service professionals in the UAE to work smarter, delivering a seamless experience that drives an effective, efficient operation across government and industries.”

Darren Rushworth, President, NICE International said, “Interactions have grown more complex than ever. It has become increasingly difficult for organizations to manage this complexity. CXone, NICE’s state-of-the-art CX AI platform, enables companies of all sizes to manage interaction complexity at scale and deliver exceptional CX. We are proud to partner with e& enterprise to drive CX excellence in the UAE.”

Unifying e& enterprise’s engagement tools while providing 360-degree visibility of every customer interaction elevates engageX’s capabilities far above its counterparts in the market. Being a leader in the Gartner Magic Quadrant for consecutive years, the NICE cloud platform brings a resilient, true cloud, SLA-backed offering to the UAE market, ensuring 100 percent adherence to local regulations. This is achieved through complete in-country hosting of voice and application infrastructure.

engageX and NICE’s powerful blend of CX expertise is designed to solve complex compliance and customer experience challenges for the government and businesses in the UAE. With NICE, e& enterprise aims to revolutionize AI-powered CX and customer service across industries and the public sector.

Also Read: e& UAE Joins MEF Ecosystem to Elevate Digital Connectivity

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