TalkTalk has joined forces with NiCE to simplify its operating system and provide a more customer-friendly offering using the AI automation platform, CXone Mpower.
The move comes as part of the company’s broader strategy to adopt innovative and flexible technologies to give a seamless experience with faster response times and more accurate resolutions.
TalkTalk will combine multiple existing operating systems into the unified CXone Mpower AI platform, giving front-line agents more streamlined end-to-end customer service processes using intelligent automated writing tools and relevant real-time answers.
Neil Smith, Chief Operating Officer, TalkTalk (pictured) said: “Partnering with NiCE will give us a practical customer service platform powered by AI, enabling us to provide faster resolutions and a better customer experience.”
Darren Rushworth, President, NiCE International said: “By unifying operations with CXone Mpower, TalkTalk is eliminating inefficiencies and setting a new benchmark for AI-driven customer service in the UK telecom industry.”