Bell Integration Selects NiCE CXone to Lead AI-Driven Service Desk Transformation
UK IT services firm standardizes on NiCE’s CX AI platform to consolidate workflows, centralize knowledge, and accelerate service delivery
NiCE announced that Bell Integration, a global IT services and consultancy and long-standing NiCE partner, has selected NiCE’s market-leading CX AI platform, CXone, to modernize its service desk and business development operations in an initial deployment across three sites, supporting up to 1000 employees.
Also Read: AiThority Interview with Glenn Jocher, Founder & CEO, Ultralytics
Bell will deploy CXone with integrated AI solutions, including Copilot and Feedback Management, creating a single AI-enabled platform for voice (inbound/outbound), email, and live chat. These solutions will connect seamlessly with ServiceNow and Salesforce, replacing fragmented legacy tools with an integrated environment designed to consolidate technology and improve agent efficiency.
By consolidating tools and applying AI-powered knowledge management, real-time agent assistance, and customer feedback analytics, Bell expects to reduce agent overheads, improve customer satisfaction, standardize responses across teams, and accelerate time-to-resolution, while also closing the loop with data-driven improvement.
“Today, we’re deepening our relationship with NiCE by selecting CXone as the foundation of our communications operations,” said Stuart McMinn, CTO, Bell Integration. “AI is a strategic pillar for Bell and our clients, and NiCE delivers both immediate value and a clear roadmap for what’s next, embedding world-class, AI-powered capabilities into a unified platform that helps us deliver service more efficiently while advancing our mission to be a trusted partner for innovative IT solutions.”
Darren Rushworth, President, NiCE International, said, “Bell is simplifying and future-proofing its customer operations by expanding its AI capabilities. With CXone, Bell can unify workflows, agents, and knowledge on a single AI-ready platform, driving efficiency while laying the foundation for an AI-first customer experience. By embedding intelligence across every interaction, Bell is positioned to innovate faster and deliver the kind of seamless, personalized service that defines the future of customer engagement.”
Also Read: The Infrastructure War Behind the AI Boom
[To share your insights with us, please write to psen@itechseries.com]
Comments are closed.