NS (Nederlandse Spoorwegen) is the primary railway operator in the Netherlands, providing extensive passenger train services across the country and playing a crucial role in Dutch public transport. Each year, NS handles approximately 2 million customer calls, 800,000 chat messages, and 600,000 social media posts, requiring a robust, integrated contact center solution to manage this high volume of interactions efficiently.
NS needed a modern platform capable of routing and managing omnichannel interactions — including voice, chat, social media (Twitter, Facebook Messenger), e-mail, and WhatsApp — while also providing workforce management and quality management capabilities to optimise operations and enhance customer satisfaction.
BrightContact partnered with NS, the national railway operator in the Netherlands, to implement an Omnichannel Routing Platform including Workforce Management (WFM) and Quality Management (QM) for multiple customer contact channels. The project was completed within four months, enabling seamless customer service across voice, chat, social media, and messaging platforms.
BrightContact successfully implemented NICE CXone for NS, delivering omnichannel routing and integrating WFM and QM into daily operations. This resulted in improved service efficiency, faster resolution times, and greater consistency in customer interactions. The platform also laid the foundation for NS’s long-term business transformation programme, ensuring scalability and adaptability for future needs.
