The UK connectivity provider is embracing cutting-edge technology to transform business with NiCE’s AI-powered platform
NiCE announced that TalkTalk, one of the UK’s largest connectivity providers, has taken another step forward in its mission to become the UK’s most recommended Wi-Fi provider by harnessing NiCE’s AI-powered customer service automation platform, CXone Mpower.
As part of transformation plans aimed at radically simplifying its business and revolutionizing customer experience, the collaboration will enable TalkTalk to combine multiple existing operating systems into one powerful, unified AI platform, CXone Mpower.
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The platform will empower front-line agents by streamlining end-to-end customer service processes and – through built-in AI technology – equip them with intelligent automated writing tools and the most relevant answers in real-time. The technology will reduce the need for manual interventions and enable agents to stay focused on customers during conversations.
With CXone Mpower, TalkTalk hopes to provide faster response times, more accurate resolutions, and a truly seamless experience for customers. It forms part of a broader strategy to adopt innovative and flexible technologies to simplify TalkTalk’s operating platform and provide a more customer-friendly offering.
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Neil Smith, Chief Operating Officer, TalkTalk, said: “We are transforming our approach to customer service to meet the expectations of 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.”
Neil Smith and Bhavesh Panchal, Head of Channels and Digital Adoption at TalkTalk, will be delivering a keynote presentation on the business’ digital-first transformation and more at NiCE’s Interactions International 2025 event, taking place in London on 2nd July.
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Source – Businesswire
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