Currys plc has deployed the NiCE CXone platform to unify customer interactions across its retail operations, driving double-digit improvements in customer satisfaction and quality. First contact resolution now runs at nearly 80 percent, the contact-to-order ratio fell to 0.18 per sales order, and the main Currys business recorded a six-point NPS improvement during the initial migration period. In one area, complaints fell by roughly half over 18 months and NPS rose by more than 20 points. The platform supports hundreds of advisors across the U.K., South Africa and India, managing nearly 6 million customer interactions annually. Currys expects the success to serve as a model for extending CXone across the wider business.
Currys PLCDeploys NiCE CXone platform, improving customer satisfaction and operational metrics.
Nice Ltd ADRCurrys deployed NiCE's CXone platform across its retail operations, a concrete customer win for NiCE's product.
