Telecoms giant BT Group has chosen NICE software to replace its previous recording and workforce management (WFM) solutions, implementing NICE WFM, Nice Engage and Nexidia Analytics across the group within the next three years.

Working towards improved customer services experience, ensured regulatory compliance and optimised total cost of ownership, BT undertook a selection process that resulted ion choosing NICE for multichannel recording, speech and text analysis and WFM.

Commenting on the new partnership, Libby Barr, managing director of consumer customer care at BT Group, said: “After extensive research we concluded that the NICE WFM, Engage and Analytics platforms were the best in the market, with a proven track record of helping organisations such as ourselves to deliver better outcomes for our customers, whilst also allowing for simplified support processes.

“We look forward to partnering with NICE as we embed their use into our contact centres.”

John O’Hara, president of NICE EMEA, added: “With the roll-out of the three complementary NICE solutions at BT – focused on employees, channels and customers – they are reinventing customer service and significantly improving employee engagement with new features and functionalities.

“BT’s contact centre evolution reflects NICE’s position as a driver of actionable insights and efficiency across customer-centric operations in the telecommunications industry, with solutions that both reward and create successful employees.”