November 12, 2007

 

Israel-based NICE Systems (News - Alert) Ltd. had announced big customer news: digital television entertainment giant DIRECTV has expanded its NICE SmartCenter environment.

 

NICE SmartCenter is NICE's combined solutions suite that covers all areas of performance optimization. The solution drives contact center and enterprise performance by leveraging the synergies of the combined capabilities of NICE’s offerings for interactions capture, quality management, interaction analytics, workforce management, performance management, coaching and customer feedback, all unified within a service-oriented architecture (SOA) framework to provide both functionality and flexibility.

 

DIRECTV chose NICE’s adaptive interaction analytics to drive revenues, improve operational efficiency and help deliver improved customer satisfaction, according to the companies. NICE’s adaptive interaction analytics is part of the NICE SmartCenter solution, and will be deployed by DIRECTV in its five contact centers. DIRECTV currently has deployed NICE SmartCenter solutions including interactions capture, quality management and workforce management.

 

DIRECTV intends to use NICE’s adaptive interaction analytics to improve cross-sell/upsell of value-added services such as DIRECTV HD, Premium Channels and sports packages. The NICE solution will support this goal by providing insights into customer behavior that uncover revenue-driving opportunities. NICE’s adaptive interaction analytics will help optimize DIRECTV’s average handling times (AHT) capabilities by correlating AHT of particularly long calls to call topics, with a view to identifying root cause, uncovering agent knowledge gaps, and driving best practices.

 

“We are looking forward to leveraging interaction analytics from NICE to advance our strategic plan for subscriber growth through maintaining a focus on higher quality customers that optimize ARPU, margins and reduce churn,” said Ellen Filipiak, senior VP, Customer Service, DIRECTV, Inc. “Our plans call for improving the customer experience at every stage of the customer lifecycle, and we believe that the NICE solution will help us achieve these goals.”

 

Adaptive interaction analytics from NICE couple interaction analytics with an automated, iterative, system self-learning solution. Adaptive Interaction Analytics provides a very high degree of accuracy and efficiency in a scalable solution that analyzes 100 percent of the interactions in a more cost-effective manner. This capability leverages customer interactions to proactively identify trends, anticipate opportunities, adjust processes to meet business objectives and take action at the right-time.

 

“We are very happy that DIRECTV is expanding its NICE SmartCenter environment with NICE’s adaptive interaction analytics,” said Barak Eilam, VP and General Manager, Interaction Analytics at NICE . “Having been selected by this world-class company reflects once more the leadership of our interaction analytics and the competitive value-add our solutions bring to our customers, in helping them achieve their strategic and organizational goals.”

 

For more information about NICE, visit www.nice.com.

 

 

Tracey Schelmetic is editorial director for CUSTOMER INTER@CTION Solutions. For more articles please visit Tracey Schelmetic’s columnist page.