August 25, 2006

 

When contact center outsourcer eTelecare decided they were ready to utilize VoIP recording for their customer interactions, they chose NICE Systems solutions and  recognized improvements in customer satisfaction levels and increased quality management across their US and Philippines sites, a new case study shows.

 

NICE Systems (News - Alert) VoIP Recording solutions provide eTelecare with the ability to easily distribute information across their locations as well as manage recordings without having to visit specific sites.

 

The case study noted eTelecare's need to record customer interactions for their clients due to various reasons, and so a switch to a solution that could support their VoIP needs was essential.

 

On the workforce optimization end, NICE's solution also provides eTelecare with a coaching tool that allows agents to play back recorded calls or compare calls and captured screen shots as a way to further improve their skills. Improving the agent's skills also helped to increase customer satisfaction and drive their service levels, an important factor with offshore outsourcing.

 

"With NICE we can gather the data that we need to send to our clients, and which they use to approve whether or not our agents are meeting their standards," quoted the case study.

 

"NICE was the only provider that could provide a solution that fit our VoIP needs, and was also the best fit for us based on cost/functionality," the case study quoted Rick Pusag, Vice President, Information Technologies, eTelecare as saying.

 

Next on the list for eTelecare, a move to the Avaya (News - Alert) Call Manager API (CMAPI) environment for all of their call centers utilizing the NICE solution, for an easier, more secure system.

 

For more information, please visit: www.nice.com