Target Group & FourNet partner to enhance NICE CXone use

Target Group has announced a strategic five-year partnership with FourNet to enhance its contact centre solution using the NICE CXone platform.

The collaboration aims to optimise the rollout and functionality of NICE CXone, which manages customer interactions across multiple channels, including voice, chat, email, social media, and self-service options. Target Group, known for its work in digital transformation and business process outsourcing, is joining forces with FourNet, recognised for its expertise in customer experience solutions.

Both companies are committed to improving automation and workflow efficiencies within Target Group's contact centres, ensuring high service quality. The partnership will enable increasingly personalised and efficient customer interactions while ensuring compliance with regulations such as GDPR and PCI-DSS. This adaptability extends to meeting the demands of the UK's Financial Conduct Authority's Consumer Duty.

The joint effort will also focus on the phased launch of new developments to improve the services offered by Target Group's contact centre operations, which employ over 260 agents. Plans are also in place to explore additional applications for the platform within Mortgage Hub, Target's originations-focused platform.

Peter O'Connor, Chief Executive Officer of Target Group, commented, "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 digital transformation and outsourced services. We are grateful for FourNet's support and look forward to working closely together over the coming five years."

Richard Pennington, CEO at FourNet, noted, "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 – through cutting-edge CX technology and our renowned CX consultancy team- to design and implement market-leading customer engagement solutions. Like us, Target is a real advocate for digital transformation and innovation of customer experience, making this a perfect partnership."

Target Group continues to provide various services, including mortgage and loan servicing, payments and collections, and third-party administration. The company works with over 30 top-tier financial institutions and processes over 19 million accounts globally.

FourNet is based in Manchester and collaborates with various UK organisations, including those involved with critical national infrastructure, government, and emergency services, to deliver customer experience and secure network solutions.