Europcar Mobility Group has announced the successful deployment of NICE CXone, consolidating its contact centre infrastructure across its global operations. The solution provides agents with a single source of truth for all customer information, standardising operations and enabling the multinational car rental company to improve both the agent and customer experience.
Previously, customer service at Europcar was fragmented by region, with each local operation using a disparate selection of contact centre solutions with varying abilities to analyse customer interaction data. Now, following a speedy deployment across three brands and the eight largest corporate countries, Europcar has achieved complete visibility into every customer and agent experience worldwide.
This newfound level of business transparency allows Europcar to standardise its operations on a global scale, accurately measuring the quality of service delivered by agents. Using improved data insights, the company is able to identify areas of strength and provide critical training where required, thus empowering its employees. Notably, Europcar has seen a 10% reduction in interservice transfers in its UK subsidiaries with interactive voice response (IVR) optimisation, which stems from NICE CXone's data-driven recommendations.
The improved omnichannel capabilities of the NICE CXone platform will also allow Europcar to seamlessly transition customers between channels depending on their needs, supporting self-service options and increasing first-contact resolution rates.
Christophe Carrère, Group Customer Engagement Director at Europcar Mobility Group, said, "One of Europcar's main objectives is the transformation of the corporate culture to standardise the customer experience on a global level. As a complete and seamlessly integrated customer experience platform, NICE CXone allows us to respond to these challenges quickly and helps us standardise how we work and gain a complete view of our countries."
Darren Rushworth, President, of NICE International, further expounded on the significance of the deployment, "NICE is helping companies like Europcar consolidate their contact centre operations to improve customer and agent experience globally while driving business efficiency. By adopting NICE’s award-winning, scalable CXone platform, Europcar has standardised contact centres’ customer experience by offering state-of-the-art AI capabilities to a fully outsourced operational landscape. It has also empowered agents by harnessing data and turning it into powerful insights."