Workforce Optimization Featured Article
Fredrickson International Selects NICE Perform Adaptive Interactions and Analytics
By Susan J. Campbell, TMCnet Contributing Editor
Part of the NICE SmartCenter solution, NICE Perform’s adaptive interaction analytics will be deployed in Fredrickson International’s contact center. This deployment in a VoIP environment will be completed by business partner Azzurri Communications, a managed services company delivering flexible voice, data and mobile communications.
NICE Perform is expected to help Fredrickson increase rate of collections, improve customer satisfaction, and enhance operational efficiency.
This selection was made by Fredrickson in order to help the organization to improve its capabilities in collecting consumer and commercial debt on behalf of their clients, which include some of the largest financial institutions and corporations in the U.K. Many of these organizations are listed on the FTSE 100 (Financial Times Stock Exchange).
Fredrickson expects that the NICE solution will hone in on specific customer interaction relating the strategic company goals such as increasing agents’ ability to locate and speak to the right party in order to increase the chances of getting a payment, promise-to-pay or some type of action on the account.
With NICE Perform adaptive interaction analytics, Fredrickson will be better positioned to understand how agent behavior impacts the rate of collections, and create customized coaching packages for improving their capabilities in locating debtors quickly and easily, as well as fine-tuning soft-skills and negotiation skills to optimize collections on behalf of its clients and increase revenues.
"We are very happy to have been selected by Fredrickson, reflecting our growing success in enabling financial services organizations to improve their collections capabilities," said Barak Eilam, VP and General Manager, Interaction Analytics at NICE, in Tuesday’s statement.
Customer service is no longer just delivering products on time and courteously answering the phone. In order to ensure complete customer satisfaction, contact centers must now be able to fully measure customer interactions to determine the level of customer service being delivered.