Workforce Optimization Featured Article

NICE Making a Splash in Brazilian Contact Centers

February 02, 2009

By Stefania Viscusi,
Assignment Desk Editor

NICE Systems has announced that its SmartCenter offering has been selected by a number of call center outsourcing providers in Brazil to help improve customer satisfaction and business performance as well as meet compliance regulations.
NICE SmartCenter helps contact centers better manage operations and improve business performance through better insight into operations.
In their latest achievement, the company has announced its been selected by seven of the top Brazilian telecom and contact center outsourcing companies because their solution complies with the regulations set by Brazilian government for contact centers on December 1, 2008. These new regulations help in protecting consumers against abusive practices and moves contact centers toward a higher standards of customer service.
“In the last few months we have already seen new opportunities arise as a result of the Brazilian government’s new decree on improving customer service levels for the country’s 185 million population, and we see our role only continuing to expand in this area in the future,” said Yochai Rozenblat, President, NICE America.
Included as part of the new regulations, is the limitation of transferring customer calls no more than once and not keeping callers on hold for longer than a minute. The government has also stated that callers wanting to cancel a service must be granted their request immediately and that efficiency, precision, cordiality and other soft-skills are necessary in the centers.
Using SmartCenter, firms will have the tools they need to meet these requirements including quality management solutions to uncover areas where customer satisfaction can be increased and training should be provided.
NICE also integrates with the contact centers’ CTI (News - Alert) system so telecommunications companies can comply with the requirements around queue times and call transfer times and the company offers call flow analysis to ensure that customer calls are not ended before their issues are resolved.
Most recently, the company announced that, an e-commerce provider in China, selected its SmartCenter solutions in two of its VoIP contact centers.
With NICE's solution, the company can improve service for customers calling with technical support questions or looking for more information on the company's services.

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

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