Workforce Optimization Featured Article

NICE Systems Receives STAR Award

 
December 03, 2013


By David Delony,
Contributing Writer
 

NICE Systems has announced that the Technology Services Industry Association has presented it with the STAR (News - Alert) award for Innovation in Enabling Customer Success, Professional Services.

“We are proud to receive this award, and credit goes to the talented men and women of the NICE Professional Services team that deliver business impact every day,” said Barak Eilam (News - Alert), President of NICE Americas. “It is through our people and innovative methodologies that our customers can realize true value when implementing our solutions.”

“The STAR Awards program is a long-standing honor in the technology services industry, recognizing world-class organizations that exhibit superior initiative and innovation within key disciplines of the technology services arena,” Tom Rich, senior vice president of programs for TSIA, explained. “NICE has clearly demonstrated its high-level dedication to delivering landmark results in the area of Innovation in Enabling Customer Success, Professional Services, and it was an honor to recognize them at our 2013 TSW Service Transformations event.”

The TSIA presented the award at the Technology Services Award Service Transformations conference in Las Vegas. The association cited the NICE’s innovative business analytics process as the reason it gave the award to the company.

NICE uses some sophisticated techniques, including real-time recording of calls and transactions, to build up a complete picture of how customers are interacting with customer service agents.

Having good customer service is paramount in the Internet era. The old business adage that says a satisfied customer will tell one person about their experience while a dissatisfied customer will tell ten is exponentially true in the era of social media. It only takes one tweet or Facebook (News - Alert) post before a company has a PR disaster on its hands. If marketing can go viral, so can complaints. That’s why companies like NICE are touting these solutions to industries focused on interactions with customers.

This is not the only accolade NICE has received. TMC’s (News - Alert) own Cloud Computing magazine awarded the company with the 2013 Cloud Computing Excellence Award in November.




Edited by Blaise McNamee

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