Triple Impact Connections Deploys CXone to Support Rapid Growth

CXone will also improve customer and agent experiences

Contact CentreLatest News

Published: March 29, 2024

James Stephen

NICE’s CXone has been selected by Triple Impact Connections to meet its fast growth.

The solution can supply it with the scalability and flexibility required to support the expanded enterprise, while enhancing support for remote agents and providing customers with an end-to-end experience.

Triple Impact Connections is a US veteran-owned business process outsourcing (BPO) solutions company. It provides contact centre services with a workforce of customer service and support representatives composed primarily of military spouses.

The leading contact centre software provider, NICE, describes CXone as the ‘most complete cloud CX platform’ to manage all customer interactions, with best-of-breed- applications, and purpose-built AI trained on the industry’s largest CX dataset.

Josh Kuligowski, Chief Technology Officer, Triple Impact Connections, explains why it decided to implement NICE’s CXone:

“As we navigate the ongoing surge in customer demand, NICE empowers us to deliver next-generation service levels and comprehensive omnichannel digital strategies, placing our customers at the forefront of exceptional customer service, robust support, and seamless order fulfilment.

“This decision positions us to not only meet but exceed increased customer demand, and solidify our identity as a family-oriented, community-driven business.”

Benefits of CXone

According to NICE, Triple Impact Connections chose NICE following the Gartner Magic Quadrant for CCaaS naming NICE as an industry leader, as well as its workforce management, advanced CX analytics, and AI capabilities.

CXone’s Enlighten AI platform will create greater visibility and real-time insights for its contact centre operations.

As part of its 2023 CXone Fall release last year, NICE integrated Enlighten’s industry-specific CX AI models with large language models (LLMs), allowing digital interactions to use generative AI to automate objective summaries for every customer interaction. It also improved CXone’s personalisation proficiency by connecting customers to agents based on sentiment and enabling companies to offer a more bespoke customer service experience.

Accurate reporting will also provide Triple Impact Connections with a greater understanding of agent performance, while simultaneously assisting agents through a unified workspace and training.

The US contact centre was also looking to find a way to enhance its self-service capabilities and expand its offering to end customers. Now, it is implementing an intelligent omnichannel journey across its digital and voice channels, making it a more competitive and adaptable to changes in the market without upsetting the customer journey.

Barry Cooper, President, CX Division, NICE, explains how CXone’s built-in AI will help Triple Impact Connections: “The need to have an interactions centric platform that can converge all CX assets and be fuelled with AI is a mandatory requirement for businesses to build the future of their CX operation.

 “With CXone’s AI-driven digital capabilities, Triple Impact Connection will be on the cutting edge of CX with a suite of solutions capable of meeting any and all needs.”

In September, 2023, NICE launched an integration hub and made CXone available on Microsoft Azure, with new capabilities driven by Enlighten’s AI technology.

Also last year, NICE announced that its CXone solution is the CCaaS industry’s first EU sovereign platform. As a result, the vendor claims its offering will enable enterprises from all verticals in the EU to satisfy regulatory and compliance requirements.



CCaaSDigital Transformation

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