July 14, 2008

 

NICE Systems (News - Alert) today said that Salt River Project (SRP), the third-largest public power utility in the United States, has selected NICE SmartCenter solutions.

 

SRP provides water and power to the greater Phoenix metropolitan area, serving more than 935,000 electric customers. Officials of SRP said that they have recently opened a new contact center to address the needs of its water and power customers.

 

In the process of expanding, SRP has opted to replace the existing systems at the original site, along with implementing new contact center technology in the new site, according to officials.

 

The NICE solutions will be replacing competing systems in SRP's VoIP contact centers.

The solutions, according to NICE, will help SRP manage and support the growth of its contact centers, which reportedly receive more than three million calls per year.

 

Along with enabling SRP to recognize economies of scale, company officials said that the NICE SmartCenter solutions will enable reduce integration issues by working with one solutions provider for Quality Management (QM,) interaction analytics, and workforce management.

 

Officials believe that NICE's Interaction Analytics solution will enable SRP to improve contact center “operational efficiency” and drive strategic enterprise initiatives such as “improving customer loyalty and retention, and increasing sales and marketing effectiveness.”

 

While QM from NICE is expected to provide SRP with the ability to improve agent performance, customer satisfaction, and training effectiveness, company’s workforce management solution IEX (News - Alert) TotalView system is expected to simplify scheduling of agents.

 

Michael Lowe, customer services executive at Salt River Project, pointed out that the growth and development of the Phoenix area have increased the number of calls to the contact centers.

 

“We want to be sure that SRP maintains its high standards for customer service while further improving efficiencies,” he said, adding that the company is confident that the NICE solutions will help it maintain “outstanding telephone service” to customers.

 

Moshe Egert, president for Enterprise Group at NICE, said "We are delighted that SRP has made the move to NICE, having recognized the business value of the NICE SmartCenter solutions.”

 

He also said that his company looks forward to enable SRP reap the rewards of NICE SmartCenter for “better cost and resource management, as well as a deeper understanding of customer needs, wants, and preferences.”