Workforce Optimization Featured Article
Conseco Expands its Use of NICE SmartCenter across All Four of its Contact Centers
By Patrick Barnard, Group Managing Editor, TMCnet
The multi-billion dollar insurance company, which is listed on the Fortune 500, is now using NICE SmartCenter across all four of its call centers. The software suite, which includes analytics, workforce management and performance management, is designed to improve customer service and drive performance at the agent, operational, and enterprise levels.
With NICE SmartCenter now deployed across its four call centers, Conseco’s management will be able to boost agent performance, which in turn will improve contact center operations and increase customer satisfaction. With its analytics software, management will not only be able to better identify agent performance issues, and quickly take corrective action, but also gain valuable insights into customer behavior – insights which can be used to drive key business decisions. In fact, it will be able to uncover trends that it never knew existed.
The suite’s performance management software provides KPI-based management tools for setting performance goals and objectives for agents. Agent performance can be monitored using dashboards, scorecards, and workflows. In addition, the performance management software will enable management to create a set of integrated reports derived from various operational systems for a unified view of business operations.
Finally, the workforce management solution will enable Conseco to efficiently manage and optimize scheduling of agents, and to schedule coaching sessions to ensure agents get the ongoing training they need, as issues arise.
Headquartered in Indianapolis, Indiana, Conseco is a leading provider of supplemental health insurance, life insurance and annuities to middleclass Americans. Through its subsidiaries and nationwide network of distributors, the company has helped more than 4 million customers step up to a better, more secure future.
NICE Systems has been a roll lately, in terms of customer wins. The company has announced at least five major “multi-million dollar” deals with unnamed banks and financial institutions since early December. This includes its announcement earlier this month that two of the top three largest U.S. banks are now using NICE Perform, part of NICE SmartCenter, as well as an enterprise fraud solution from Actimize, which NICE acquired in August.
For more information about NICE Systems, visit www.nice.com.
For more information about Conseco, visit www.conseco.com.
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