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Globe Telecom Accelerates its CX Transformation with NICE

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Globe Telecom announced that NICE’s Value Realization Services (VRS) team enabled efficient governance and accelerated customer experience (CX) transformation for its Workforce Management (WFM) Operational Command Center covering both the voice and digital segments of the company. Globe Telecom, one of the world’s largest telecommunications providers, entrusted NICE VRS Managed Services to manage its voice business’ WFM.

Rebecca Eclipse, Globe’s Chief Customer Experience Officer, commented, “Globe is dedicated to providing exceptional service to its customers and NICE helped us achieve these goals. NICE, improved visibility in our workforce data processes, driving a 73% increase in line adherence and a 34% service level improvement. When the global pandemic hit early in our engagement, it accelerated our thinking around our digital goals and NICE became the obvious partner for our digital transformation. With their acumen, we’ve achieved nearly $1.8 million in annual benefit for voice and are targeting $800,000 in annual savings for digital. These are impressive results benefiting us, and our customers and business partners.”

In response to the successful completion of the project and to the pandemic outbreak, NICE was given expanded control of Globe’s digital operations and is now driving an agile, seamless, and effective transformation that supports business continuity and enhances digital competency. Besides boosting service levels by 34 percent, NICE VRS helps Globe’s voice business gain about $1.8 million in annual benefits, improve its operational efficiency, and create better customer experiences.

Following NICE’s takeover of Globe’s voice operations, the operation began regularly exceeding services levels that met or exceeded Globe’s high standards. Customer service is improved, call abandonment is reduced, and resolutions are faster.

Darren Rushworth, President of NICE Asia Pacific, stated, “Our successful collaboration with Globe Telecom at an especially challenging time reflects a deep commitment to our customers and the excellence of our people and processes. Our VRS Managed Services deliver the right combination of high-level strategic advisory and application expertise and can best apply NICE solutions to achieve our customers’ goals. We are proud of our role in helping Globe enhance digital fluency and take the relationships with their customers and partners to new heights.”

With the NICE VRS, Globe’s relationships with its outsourced partners have also been transformed as calls are distributed more efficiently and reporting is improved. NICE was chosen by Globe because it is committed to helping customers adapt to “the new normal” and, as such, decided to transition its call centers to handle the increased volume coming in through digital channels such as social media, email, and self-service.

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