Mazda selects NICE CXone to streamline operations and deliver CX


Mazda Motor Europe has moved its on-premise CX operations to a unified cloud platform with CXone.

NICEy announced that Mazda Motor Europe, the regional headquarters of Mazda for Europe, has successfully implemented NICE CXone, an AI-powered, cloud-native, customer experience platform, moving its business operations from on-premise to the cloud. Mazda selected NICE CXone due to ease of use, flexibility, scalability, and its open platform enabling full integration with its existing solutions, allowing the company to future-proof business needs and provide next-generation customer and agent experiences.

NICE CXone’s all-in-one platform was a key differentiator for Mazda, allowing the company to streamline business operations and gain visibility across the complete customer journey. Mazda found initial success with CXone Interactive Voice Response and CXone Automatic Contact Distributor, providing agents with customer information in real time and improving overall customer satisfaction by routing inquiries to the appropriate agent. This reduced training time for agents with an easy-to-use interface and provided more visibility into the customer’s information. In addition to consolidating communication and collaboration company-wide, Mazda continues to actively roll out digital channels, helping them to meet customers wherever they are on their journey, responding to the new demands of the digital era.

Kirsten Schimang, Customer Service Specialist, Mazda, said, “NICE has the best understanding of our requirements to have one integrated platform that would meet all of our needs. We have different requirements for both contact center and dealer hotlines, and it was not easy to find a platform that would fit. The user interface and tight integration with our existing setup were crucial for us to succeed and we are excited to work with NICE.”

“Like many of our customers, Mazda has experienced the benefits of moving its customer service operations to the cloud with NICE CXone,” said Darren Rushworth, President, NICE International. “Speed, agility, transparency, and the ability to deliver exceptional customer and agent experiences are just a few of these benefits. Mazda is now able to reach its European customers anywhere along their consumer journey, on any channel. This level of care speaks volumes, reinforcing Mazda’s strength as a customer-centric motor company. We value our growing relationship with Mazda and their trust in moving to the cloud with NICE CXone.”