Target Group, a provider of digital transformation, software and business process outsourcing (BPO), has announced a new five-year strategic partnership with FourNet to enhance and expand its award-winning contact centre solution.
The partnership will see FourNet supporting Newport-based Target in the continued rollout and optimisation of NICE CXone, an industry-leading customer experience (CX) platform used to manage interactions through voice, chat, email, social media and self-service options. Digital transformation and customer experience specialist FourNet is well placed to support Target in maximising the technology as NICE’s Partner of the Year and Platinum Partner.
Through the help of FourNet and NICE CXone, Target will continue to enhance automation and streamline workflows within its contact centre offering, ensuring service quality remains high, while customers and end users benefit from faster, more intelligent, and highly personalised interactions. In addition to keeping pace with customer demands, the platforms enable Target to offer a fully compliant solution, meeting existing regulations such as GDPR and PCI-DSS, as well as the ability to adapt to the likes of the FCA’s Consumer Duty.
The multi-phase partnership will see Target and FourNet launching further developments to continuously improve the services offered to customers and streamline operations for Target’s 260-plus team of contact centre agents. Both firms will also explore potential applications within Mortgage Hub, Target’s state-of-the originations platform.
Peter O’Connor, CEO of Target Group, said:
“World class technology such as NICE CXone plays a pivotal role in our BPO offering that is trusted by major financial institutions. With this in place, we can continue to exceed customer expectations, drive operational efficiency and fully leverage our deep domain expertise. Given their clear credentials and vast knowledge in this space, FourNet is absolutely the right partners to support the rollout and ongoing evolution of this platform and strategy.
“Through their help, we can fully maximise our investment into this cutting-edge technology, all while delivering exceptional customer experiences that ensure Target remains the chosen partner for both digital transformation and outsourced services. We are grateful for FourNet’s support so far and look forward to working closely together over the coming five years.”
Richard Pennington, CEO at FourNet, added:
“This five-year strategic partnership underscores Target’s dedication to delivering exceptional customer experiences, and FourNet’s expertise in providing best-in-class contact centre and customer experience solutions. It also illustrates exactly why we are a NICE Platinum Partner as we will support and fully optimise Target’s NICE CXone environment.
“We are looking forward to supporting Target driving operational efficiency and deeper customer satisfaction – both through cutting-edge CX technology, and through our renowned CX consultancy team, to design and implement market-leading customer engagement solutions. Much like us, Target is a real advocate for digital transformation and customer experience innovation, making this a perfect partnership.”
