The Royal Automobile Club (RAC) of Western Australia, a motoring club and mutual organization, offering motoring services and advice, insurance, travel services, finance, driver training, and exclusive benefits for its members, has stated that it is reshaping its member service experience with the help of its all-new contact center platform. The motoring club also offers a wide range of vehicle support, from roadside assistance to its members.
This new member service will create a better experience for both agents and members after implementing NICE inContact's open cloud contact center platform, which is known as CXone. The organization will be using the software to merge various channels such as email a web chat into one single platform that will create a more unified member experience following the integration. This will also create a seamless and omnichannel experience.
The omnichannel experience will elevate the conversation with a member without the member having any fragmented experience. As RAC serves over 5 million requests, agents must see a complete customer overview before they interact. The system will also mean that RAC is no longer in one particular location and has removed 750 physical handsets from 12 various locations. RAC has started its move to a hybrid working environment.