TalkTalk is enhancing its customer service capabilities by leveraging NiCE’s AI-powered platform, CXone Mpower.
The collaboration aims to consolidate TalkTalk’s various operating systems into a unified AI platform, empowering frontline agents with streamlined processes and intelligent automated tools for real-time customer interactions.
By implementing CXone Mpower, TalkTalk seeks to improve response times, enhance accuracy in issue resolution, and deliver a seamless customer experience, aligning with its strategy to simplify operations and enhance customer satisfaction.
Neil Smith, Chief Operating Officer, TalkTalk, said: “We are transforming our approach to customer service to meet the expectations of today’s digitally connected customers. Partnering with NiCE will give us a powerful and practical customer service platform powered by AI, enabling us to provide faster resolutions and a better customer experience.”
Darren Rushworth, President, NiCE International, said: “We are extremely thrilled to be working with TalkTalk at such a pivotal point in their customer service transformation. 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. Their commitment to innovation ensures they remain at the forefront of delivering seamless, scalable, and automated customer experiences. This will be a game-changer for TalkTalk, its customers and employees.”
TalkTalk, known for its value-for-money broadband, TV, and phone services, prioritizes simplicity, affordability, reliability, and fairness in connectivity offerings since its inception in the early 2000s.
NiCE, a global leader in AI solutions, focuses on empowering individuals and organizations with AI-driven platforms that enhance interactions, automate processes, and drive innovation across various industries worldwide.
