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.
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.”
