NICE announced that AUSIEX has implemented the NICE CXone cloud-native contact center platform to enhance its operational capabilities and customer engagement strategies. AUSIEX is one of Australia’s leading providers of wholesale trading solutions for financial institutions, intermediaries, advisers, and industry participants. AUSIEX uses its scale, expertise, and heritage to deliver value for hundreds of thousands of clients by seamlessly connecting them to markets.
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AUSIEX embarked on a transformative journey to become a standalone entity following its acquisition by multi-national technology solutions provider Nomura Research Institute, Ltd. (NRI) in 2020. This required a robust and versatile CX solution that could cater to its evolving needs. After a thorough discovery phase evaluating various providers, AUSIEX selected CXone for its comprehensive functionality and ease of integration. The implementation was executed in stages to minimize disruption and the integration of old and new technologies was managed meticulously, reflecting the strong collaboration between AUSIEX and NICE and the versatility of the CXone platform.
Brett Grant, Head of Product, CX and Marketing at AUSIEX, said, “Adopting CXone has empowered AUSIEX to expand its customer interaction capabilities significantly. The company has moved from a primarily inbound call setup to a dynamic, AI driven omnichannel approach that includes webchat, and call-back features, enhancing both service levels and operational efficiency and flexibility. This transition has been a game-changer for the business that not only signifies a pivotal shift in AUSIEX’s technological infrastructure, but also aligns with the company’s strategic objective to provide superior service to and on behalf of our clients in an increasingly competitive market.”
One of the most significant upgrades has been in data analytics and reporting. AUSIEX has transitioned from relatively manually intensive processes to automated, real-time reporting and analytics through CXone. This has streamlined operations and provided deeper insights into customer behaviors and preferences. Since the introduction of CXone, AUSIEX has also introduced additional touchpoints for customer feedback and engagement, including phone-based surveys, which has seen its customer engagement increase by 33 percent. These initiatives are part of AUSIEX’s broader strategy to harness technology for better customer insights and service delivery.
The CXone implementation has also delivered a strong foundation from which AUSIEX can continue to evolve its operations through continuous improvement and innovation, including through the planned integration of workforce management capabilities. As AUSIEX continues to navigate its growth trajectory and expand its service offerings, the successful integration of NICE CXone stands as a cornerstone of its commitment to excellence in customer service and innovation.
Darren Rushworth, President, NICE International, said, “NICE is thrilled to see the impact CXone has had on AUSIEX and its operations. NICE is dedicated to empowering innovative and customer-centric businesses like AUSIEX with cutting-edge solutions that position them at the forefront of innovation and CXone is specifically designed to meet the evolving expectations of customers in today’s dynamic market. With CXone, AUSIEX can enhance its customer engagement with an agile and responsive service that adapts to changing needs while ensuring consistent CX.”
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