Wodonga TAFE has recently undertaken a cloud transformation journey with the goal of improving the quality of service that current and prospective students receive after recognising the need to increase visibility of incoming calls and reporting on customer experience (CX) across both its CX and student administrative services contact centre teams. The organisation also required a solution that would provide insight and analytics for improved and real-time reporting.
Wodonga TAFE engaged NICE and partner, Generation-e, to help transition from a single platform dedicated to only voice calls to an omnichannel solution that helps contact centre teams deliver a more comprehensive service for students.
Leanne Gibson, Team Leader – Customer Experience, Wodonga TAFE, said, “By implementing NICE CXone, we are placing our customers’ experience as a top priority, offering more streamlined and effective communication channels for current and prospective students. CXone provides all of the elements that Wodonga TAFE requires, including an omnichannel communication platform, interactive voice response (IVR), real-time reporting, and improved visibility into agent productivity and behaviours. The CXone implementation also lets us build out our contact centre omnichannel offering by adding email, webchat, social media, and other digital and self-service capabilities.”
Wodonga Tafe select’s NICE CX to upgrade and modernise its contact centre
