March 08, 2010

 

American Airlines is achieving improvements in customer experience following a successful deployment of the integrated applications of the NICE SmartCenter suite, including NICE Interaction Analytics solution.

 

“With American’s strong focus on continually enhancing our customers’ experience, the NICE system and its advanced interaction analytics capabilities are helping us to efficiently identify areas of success and opportunities for improvement,” said Bella Goren, senior vice president for customer relationship marketing and reservations at American Airlines.

 

The systems, from NICE Systems, a provider of advanced solutions for companies to capture, store, retrieve and analyze customer interactions for contact centers and enterprises, has helped the company improve on its customer relationships – an essential focus in this current economy.

 

In addition, the deployment also included NICE Recording and NICE Quality Management. These latest deployments follow American Airlines’ earlier implementation of NICE IEX (News - Alert) Workforce Management.

 

With NICE systems, American believes that it can rely on the behind-the-scene capabilities to monitor and analytically assess the experiences of its customers when they contact its reservations and customer support centers.

 

The solutions from NICE solutions have enable American to find better ways to understand trends in customer calls. Additionally, the system has been leveraged to assist management in making key process improvement decisions, said company officials.

 

A suite of pre-packaged business solutions, NICE SmartCenter addresses specific business issues. NICE officials said that it’s powered by applications spanning call recording, quality management, workforce management, cross-channel interaction analytics, including speech analytics, real-time guidance and performance management.

 

Company officials said that the business solutions capture, analyze and impact customer interactions in real time, across a variety of channels, from audio, email and chat to social media and text messaging. 

 

“The integrated suite of applications offered by NICE helps enterprises deal with customer satisfaction from an operational and strategic point of view,” said Barak Eilam (News - Alert), chief business officer at Americas at NICE.

 

The fact that American Airlines chose NICE to replace their previous recording and quality management systems speaks to the strength of the NICE suite, Eilam said, adding that the advanced interaction analytics capabilities the company offers support American’s efforts in enhancing the overall effectiveness of its contact centers.