Workforce Optimization Featured Article

WEBHELP SA to Implement Interaction Analytics from NICE

April 07, 2008

By Susan J. Campbell,
TMCnet Contributing Editor

NICE Systems (News - Alert), a global provider of advanced solutions that enable organizations to extract Insight from Interactions to drive performance, has today announced that French outsourcer WEBHELP SA will begin the implementation of the Interaction Analytics solutions.

Operating a unique contact center network in three different countries, WEBHELP SA is expanding its NICE environment. Implementing part of NICE SmartCenter, WEBHELP SA plans to use it in its fifteen sites located in France, Romania and Morocco. The solution will enable WEBHELP to enhance the quality of service it provides to callers, and provide its clients a deeper understanding of customer dynamics.

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.

"With the deployment of the NICE solution, WEBHELP strengthens its offering to our large clients with an unequalled solution for multidimensional interaction analytics, precision quality monitoring and advanced coaching of its 5,000 agents around the world," said Frederic Jousset, co-president, WEBHELP, in a Monday statement.

"We are pleased that WEBHELP has decided to expand its NICE implementation," said Tamir Ginat, President NICE EMEA.
"The company's decision to move to add on NICE's advanced applications reflects a trend we are seeing of more and more customers recognizing the value of NICE's solutions in helping enhance customer loyalty and retention and improve their contact center's operational efficiency."

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.

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for To see more of her articles, please visit Susan J. Campbell’s columnist page.

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