AUSIEX enhances engagement with NICE CXone integration

AUSIEX has integrated the NICE CXone cloud-native contact centre platform to enhance its operational capabilities and customer engagement strategies.

AUSIEX is a prominent provider of wholesale trading solutions for the financial sector in Australia, servicing financial institutions, intermediaries, advisers, and industry participants.

Having transitioned to a standalone entity after being acquired by Nomura Research Institute in 2020, AUSIEX required a robust customer experience (CX) solution to meet its evolving needs, leading to the selection of CXone after evaluating various providers.

The implementation of NICE CXone was conducted in phases —with the support of implementation partner Generation-e— to minimise disruption, incorporating both old and new technologies. This careful integration process exemplified the strong collaboration between AUISX and NICE and highlighted the platform's adaptability.

Brett Grant, Head of Product, CX and Marketing at AUSIEX, commented, "Adopting CXone has empowered AUSIEX to expand its customer interaction capabilities significantly. The company has moved from a primarily inbound call setup to a dynamic, artificial intelligence (AI) driven omnichannel approach that includes webchat, and call-back features, enhancing both service levels and operational efficiency and flexibility."

"This transition has been a game-changer for the business that not only signifies a pivotal shift in AUSIEX's technological infrastructure, but also aligns with the company's strategic objective to provide superior service to and on behalf of our clients in an increasingly competitive market."

The transition to CXone also facilitated advancements in data analytics and reporting.

AUSIEX has moved from manual processes to automated, real-time analytics, which has streamlined operations and offered deeper insights into customer behaviours. The platform's introduction has enabled AUSIEX to increase its customer engagement by 33 per cent through additional feedback mechanisms, including phone-based surveys.

The integration has laid a foundation for further operational evolution and continuous improvement, including plans for workforce management integration. As AUSIEX continues its growth trajectory and seeks to expand service offerings, the successful implementation of NICE CXone is pivotal to its commitment to elevating customer service and innovation.

Darren Rushworth, President of NICE International, remarked, "NICE is thrilled to see the impact CXone has had on AUSIEX and its operations. NICE is dedicated to empowering innovative and customer-centric businesses like AUSIEX with cutting-edge solutions that position them at the forefront of innovation and CXone is specifically designed to meet the evolving expectations of customers in today's dynamic market."

"With CXone, AUSIEX can enhance its customer engagement with an agile and responsive service that adapts to changing needs while ensuring consistent CX."