Workforce Optimization Featured Article
WEBHELP SA to Implement Interaction Analytics from NICE
By Susan J. Campbell, TMCnet Contributing Editor
With the NICE solutions implemented at its offshore sites, WEBHELP expects to be able to further enhance its competitive edge by offering its clients the cost and time efficient capabilities that will allow remote monitoring of agent skills sets. Such monitoring will include that of communication skills and product knowledge. The solution will also help to improve the quality of service their customers are receiving.
"We are pleased that WEBHELP has decided to expand its NICE implementation," said Tamir Ginat, President NICE EMEA.
WEBHELP SA is a French group specializing in client relationships management service and products, that are multi-channel, multiservice, and multilingual. With presence in three countries, the company has approximately 5,000 agents.
NICE Systems develops solutions that address the needs of the enterprise and security markets to enable organizations to operate in an insightful and proactive manner, and take immediate action to improve business and operational performance and ensure safety and security.
NICE Systems has a long record of providing solutions to organizations that not only help to improve customer satisfaction, but also help to make the organization more effective in their offerings by gathering valuable information from each and every customer interaction. In doing so, the organization is better able to provide solutions that specifically fit the customer’s needs to drive revenue and increase profits.