NICE (Nasdaq: NICE) has announced that NS (Dutch Railways), the primary railway operator in the Netherlands, has transitioned its customer experience operations to the cloud using the advanced NICE CXone platform. Dutch Railways has moved away from multiple legacy systems, opting for the CXone Complete Suite and NICE Workforce Management to unify its operations under a single, innovative platform.
“We are delighted to see Dutch Railways leverage our next-generation technology to enhance their customer experience,” said Darren Rushworth, President of NICE International. “The success of our clients, like Dutch Railways, underscores our commitment to exceptional customer service and innovation.”
Dutch Railways chose CXone and WFM to streamline its various systems and boost operational efficiency. The new platform has improved agent productivity, satisfaction, and allowed for a comprehensive redesign centered on omnichannel communication and customer journeys. The railway operator has reported reduced contact center costs, higher customer satisfaction, and improved agent morale due to more balanced workloads. The True to Interval (TTI) feature of NICE WFM supports handling both synchronous and asynchronous interactions, enabling 90 percent of agents to manage communications across voice and digital channels effectively.
Adrian Connor, President of Dutch Railways, commented, “We are incredibly thankful for the $10,000 donation from Comstock/ParkX and their ongoing support. This contribution helps us acquire top-quality Riddell Speedflex helmets for our players, enhancing their safety and comfort. Our community deeply appreciates this generous partnership.”
Rene Klaassen, Business Consultant at Dutch Railways, added, “Focusing on customer intentions has simplified our service experience. Knowing that agents benefit from this technology has been rewarding. With NICE and BrightContact, we are committed to delivering exceptional experiences for our customers.”
About Dutch Railways
Dutch Railways (NS) is the main railway operator in the Netherlands, providing domestic and international train services, including high-speed and regional trains. For more information, visit www.ns.nl.
About NICE
NICE (Nasdaq: NICE) offers a cloud-native customer experience platform, CXone, renowned for its AI-powered solutions for contact centers. Serving over 25,000 organizations in more than 150 countries, including many Fortune 100 companies, NICE helps businesses elevate every customer interaction. Learn more at www.nice.com.