January 30, 2008

 

NICE Systems (News - Alert) Ltd., a global provider of advanced solutions that enables organizations to extract Insight from Interactions to drive performance, has announced today that Idearc Media Corp., has initiated plans to expand its NICE environment.

This home to Superpages.com and publisher of Verizon (News - Alert) Yellow Pages, has placed an order that will include deploying NICE SmartCenter solutions, including Adaptive Interaction Analytics, Customer Feedback and Performance Management.

NICE SmartCenter will be used by Idearc Media to continue improving overall customer service. NICE’s Adaptive Interaction Analytics will enable Idearc Media to analyze large amounts of call data in order to gather business intelligence about its customers, predict behavior and drive strategic decisions and actions.

With the NICE Customer Feedback solution, Idearc will have the ability to improve surveying as well as link results to process and service improvements. NICE’s Performance Management solution delivers strategic performance metrics in a single, consolidated view.

Idearc will also receive performance scorecards that are based on predefined performance criteria, thresholds and targets, enabling KPI-enabled (Key Performance Indicator) management.

"Having been selected by Idearc is further evidence that NICE SmartCenter is being recognized as a strategic tool for achieving business performance excellence," said Eran Gorev, President and CEO, NICE Americas, in a Wednesday statement.

 

"NICE SmartCenter is being selected by more and more of the world's leading organizations to help them address the growing complexity of contact center management, and drive performance."

The NICE SmartCenter is designed to provide organizations with the necessary capabilities to improve performance at the agent, operational and enterprise levels.

The solution drives contact center and enterprise performance by leveraging the synergies of the combined capabilities of NICE’s offering for interactions capture, quality management, interaction analytics, workforce management, performance management, coaching and customer feedback.

A provider of Insight from Interactions solutions and value-added services, NICE Systems is powered by the convergence of advanced analytics of unstructured multimedia content and transactional data.

The company’s solutions address the needs of the enterprise and security markets, enabling organizations to operate in an insightful and proactive manner, as well as taking immediate action to improve business and operational performance.

NICE has found significant success in the contact center industry as the company has taken a strategic approach to its solutions, ensuring that they address the everyday challenges that contact centers face.

The company’s solutions also take an innovative approach, anticipating future needs and providing the tools necessary to improve the customer experience. Such tools are essential for success and thus help to drive demand for NICE SmartCenter solutions.

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.