NICE, First American Seal VoIP Call Center Analytics Deal

Ra'anana, Israel-based NICE Systems (News - Alert), the vendor of Insight from Interactions, has announced that First American Real Estate Tax Service, which sells real property tax services and information, has chosen Nice Perform, as part of its program to "improve customer service, customer loyalty and revenues," according to Nice officials.

NICE Perform will be integrated into First American's Cisco Voice over Internet Protocol (VoIP) telephony environment. The product, First American officials hope, will help improve service and customer retention by "developing a deeper understanding of its customers through the use of advanced analytics, which allow users to extract information from contact center interactions."

The analytics features of NICE Perform will also be used for coaching, training, and quality monitoring purposes, specifically to identify calls where significant issues, phrases, or words are mentioned, or an elevated level of emotion is displayed by either the customer or the contact center agent.

Yesterday NICE announced that Dafna Gruber will be joining the company as corporate vice president and chief financial officer during the second quarter of 2007. Nice’s departing CFO, Ran Oz, will remain with the company during the transition period to ensure a smooth transition.

"Dafna brings more than 14 years of experience, great talent and skills both in finance and in business leadership in the hi-tech industry," said Haim Shani, chief executive officer at NICE Systems (News - Alert) Ltd.

Ms. Gruber is Certified Public Accountant (CPA) and holds a B.A. in Accounting and Economics from Tel Aviv University.

Late last year NICE received an order for its products for the reconstruction, analysis and distribution of voice communications from Network Rail, which owns and operates Britain’s rail infrastructure. Initial roll-out entails implementation at 270 signal boxes.

Network Rail is responsible for the operation, maintenance and development of Britain’s tracks, signaling system, rail bridges, tunnels, level crossings, viaducts and 17 key stations. As part of its National Voice Recorder Project, NICE will fulfill phase one of the project that will ensure all interactions between signal operators and train drivers are captured and stored in compliance with strict corporate policy.

David Sims is contributing editor for TMCnet. For more articles please visit David Sims' columnist page.

Voice over IP (VoIP)	X
A real-time communications system that converts voice into digital packets containing media and signaling data that travel over networks using Internet Protocol....more