VimpelCom Picks NICE to Improve Performance in VoIP Contact Centers
December 16, 2008
In a bid to enhance the service provided to its customers across Russia and other CIS countries, VimpelCom has announced it will expand its NICE Systems (News
) environment by implementing even more VoIP contact centers.
The latest announcement will bring the Russian telecoms total number of VoIP contact centers to 13 in a bid to improve service and experiences for customers.
Customers in Russia and CIS countries like Kazakhstan, Ukraine, Uzbekistan, and Armenia will be provided with improved services thanks to NICE solutions ability to allow supervisors to proactively monitor services provided to customers.
The NICE solution, with a unique Russian interface, will specifically provide
customers calling about VimpelCom's many wireless, fixed, broadband voice and data services. Calls will be specifically matched with agents and screen activity and will provide supervisors with the information they need to see where performance improvements and changes can be made.
VimpelCom offers its services under the Beeline brand name.
"VimpelCom's decision to enhance its NICE environment underlines NICE's ongoing commitment to providing the most advanced solutions to telecommunication companies worldwide," said Tamir Ginat, President, NICE Systems EMEA. "With a unique capability of uncovering customer wants and needs, as well as the level of service agents are providing, NICE's solutions are enabling telecoms all over the world to increase their odds of success in a fiercely competitive market, by helping to decrease churn and increase average revenue per user."
Leonid Kramarenko, Customer Service Director of VimpelCom also said, "With the increased familiarity of the Russian and CIS consumer with mobile phone services, even well-known brand-names such as our Bee-Line require top customer care to reduce attrition and find new ways to extract insights that can help us expand market share and reduce costs. NICE provides the ideal solution."
NICE recently announced
that Southern Company, an electricity company, expanded its implementation of Nice SmartCenter for its contact center technology environment.
As per the partnership, NICE will provide supervisors of the 850 agents in Southern Company’s four contact center locations with tools for improved agent performance, customer satisfaction, and training.
Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.
Edited by Stefania Viscusi