NICE inContact Expands DEVone Partner Network in Australia

Lake has joined the NICE inContact DEVone Ecosystem program as the first Australia-based partner, providing its XCalibur Unified Agent Desktop application on CXexchange.

XCalibur is designed to help reduce average handle times (AHT) for customer interactions, allowing agents to process more transactions and move in and out of multiple data systems. Lake will lend expertise in intelligent contact centers, multimedia, and desktop automation to the NICE inContact CXone cloud customer experience platform.

NICE inContact previously announced CXone availability in Australia and New Zealand through partnerships with NEC Australia and Optus. Additional partners operating through the APAC region include Verizon, RingCentral, Atos, Fuze, Tradewinds, Zendesk, Converged Communication Network Applications, and Byte. Voice coverage is available through Telstra, Telecom New Zealand, Tata, and BT.

"The digital era connects brands and customers on a truly global scale," said Paul Jarman, NICE inContact's CEO, in a statement. "From seamless omnichannel interactions to highly personalized experiences, every contact center is chasing best-in-class experiences. Through DEVone partners like Lake Corporation, NICE inContact CXone gives contact centers the flexibility and customization needed to craft experiences that stand out, regardless of which region you operate within."

"We are excited about joining the NICE inContact DEVone Ecosystem," said Pushkar Taneja, Lake's managing director, in a statement. "XCalibur Unified Agent Desktop has been adopted by many organizations to simplify complex tasks and enable millions of transactions, in order to provide enhanced customer experience (CX). I look forward to a mutually rewarding relationship between our organizations."