Workforce Optimization Featured Article

Go Daddy Selects NICE Perform for VoIP Contact Centers

 
February 21, 2008


By Susan J. Campbell,
TMCnet Contributing Editor
 

NICE Systems (News - Alert) Ltd., a global provider of advanced solutions designed to enable organizations to extract Insight from interactions to drive performance, has announced that The Go Daddy Group Inc., the world’s largest domain name registrar and a provider of Web services, has selected NICE Perform.

Part of the NICE SmartCenter solution, including its advanced interaction analytics, NICE Perform will be deployed in three VoIP-based contact centers for more than 1,100 agents. The solution is expected to support the projected growth of Go Daddy’s contact centers and will help to improve operational efficiency and customer satisfaction.

With the use of NICE’s adaptive interaction analytics, Go Daddy will be able to better understand the reasons behind customer calls. The company will also be equipped to identify trends during periods of unusual call volume, optimize average handling time, uncover agent knowledge gaps, perform root cause analysis and drive best practices.

"We selected NICE's Interaction Analytics solution for its unique capabilities to make an impact on our business in key areas such as customer satisfaction, agent productivity, and first call resolution," said Go Daddy's President and Chief Operating Officer, Warren Adelman, in a Tuesday statement.

Adaptive Interaction Analytics from NICE is designed to harness the power of interaction analytics with an automated, iterative, self-learning solution. Adaptive Interaction Analytics provides a very high degree of accuracy and efficiency in a scalable solution.
 
One key differentiating factor for Adaptive Interactive Analytics is that it analyzes 100 percent of the interactions in a cost-effective manner. This capability leverages customer interactions in order to proactively identify trends, anticipate opportunities, adjust processes to meet business objectives and take action at the right time.

"Go Daddy's decision to employ adaptive interaction analytics is further evidence of the growing demand we're seeing in the contact center business for solutions that enhance business performance," said Eran Gorev, President and CEO, NICE Systems Inc., in Tuesday’s statement.
 
"We are excited to support Go Daddy's growing business and help them continuously enhance the customer experience."

The selection of the NICE Perform by Go Daddy is another step in the direction of delivery first class customer experiences. The company is taking a proactive approach to customer service and clearly understands the importance of the contact center in its approach to meeting customer expectations. 

Go Daddy is one of the few companies that I have personally experienced first hand the delivery of an extremely high level of customer service for which the company is building a reputation.

As a customer, I receive a personalized phone call from the company each month that I renew my web support. Even though this renewal is automated, the company takes the time to have a representative call me directly to ensure that my expectations are being met. It is this level of service that will keep me and much of their customer base loyal over the long term.
 
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
 

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