Nice helped Dutch Railways transform its customer service by implementing CXone, unifying voice, chat, and social media messaging into a seamless omnichannel platform. This replaced multiple disparate systems and enabled the railway to reorganize around customer journeys rather than product-based skills. Nice’s solution improved efficiency in resolving inquiries, enhanced the overall customer experience, and supported handling 4 million annual contacts, allowing Dutch Railways to deliver consistent, streamlined service across multiple channels nationwide and internationally.

Join for free to read