Europcar Transforms Global CX with NICE CXone
The latest deployment enables the company's omnichannel capabilities, allowing seamless customer support wherever their journey begins, promoting self-service options and increasing first-contact resolution.
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Europcar Mobility Group, a global provider of mobility solutions and car rental services, has successfully deployed NICE CXone, consolidating its contact centre infrastructure and providing agents with a single source of truth for all customer information.
Christophe Carrère, Group Customer Engagement Director, 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.”
With customer service operations spread across Europe, North America, the Middle East, Africa, and Asia-Pacific, the company can now manage this from one centralised location, enabling consistency, improving the agent and customer experience, and providing the flexibility to adapt to future business needs.
Darren Rushworth, President of NICE International, said: “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. We look forward to supporting their future success.”
This business transparency allows the company to standardise operations globally and accurately measure the quality of service being delivered by all agents. With improved data insights, the company can empower employees by providing targeted training, discovering opportunities for praise, and presenting the necessary resources to succeed.
The latest omnichannel capabilities allow the company to support customers wherever their journey begins, promoting self-service options and increasing first-contact resolution.
