Currys adopts NiCE CXone platform, lifting NPS and cutting complaints

NiCE (NASDAQ: NICE) announced that Currys plc, a U.K. technology retailer, has deployed the NiCE CXone cloud-based customer engagement platform across its operations, according to a company press release.

Working alongside strategic partner Concentrix, Currys unified customer interactions across voice, email, and social channels. The platform now supports hundreds of advisors across Currys' internal and outsourced operations in the U.K., South Africa, and India, handling nearly 6 million customer interactions annually.

Since the deployment, first contact resolution reached nearly 80%, and the contact-to-order ratio fell to 0.18 per sales order. During the initial migration period, Currys recorded a six-point improvement in Net Promoter Score (NPS) for its main business. In one area of the business, complaints fell by roughly half over 18 months while NPS rose by more than 20 points.

"With this new tool, we now have a unified view of customer interactions across channels, allowing us to resolve issues faster, personalize services and continuously improve the experience we deliver," said Chris Stroud, Director of Customer Management Centre at Currys.

Currys is also using NiCE Workforce Management to support staffing forecasts and resource planning. New engagement channels can be deployed within weeks under the current setup. Currys has indicated it expects to extend CXone across a wider portion of its business, using the initial deployment as a model.

Currys operates 702 stores across six countries and employs more than 25,000 people. In the U.K. and Ireland, it trades under the Currys brand, and in the Nordics under the Elkjøp brand.

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