DPG Media Group is a leading media company with a strong presence in Belgium, the Netherlands, and other European countries. The company specialises in publishing newspapers, magazines, and digital content, and operates multiple TV and radio stations. With over 1.5 million customer contacts per year, more than 3 million media subscriptions, and a workforce of over 500 contact center agents, DPG Media required a modernised, cloud-based contact platform to meet growing customer expectations and operational demands.
BrightContact successfully led the transformation of DPG Media’s contact center from NICE WFM (on-premises) to the NICE CXone Cloud platform within six months. Working closely with DPG Media’s operational and IT teams, we implemented a unified, efficient interface for over 500 agents, enabling them to deliver personalised, effective customer interactions. The solution integrated seamlessly with Salesforce, SAP, and NICE IEX Workforce Management, and included key capabilities such as Voice & Automated Speech Recognition, Audio Recording, and Quality Management.
BrightContact’s implementation of NICE CXone provided DPG Media with a robust omnichannel contact center platform that streamlined workflows, improved integration between business systems, and enhanced agent productivity. The new solution significantly reduced complexity for agents, enabled faster and more accurate customer interactions, and supported the company’s strategic shift towards delivering a consistent, high-quality customer experience across all channels.
