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Workforce Optimization Featured Article
July 17, 2007
NICE Perform Adaptive Interaction Analytics Helps Australia's Child Support Agency
By Stefania Viscusi, Assignment Desk Editor
In a bid to improve their operational efficiency and boost customer service levels, Australia's Child Support Agency (CSA) has turned to NICE Systems (News - Alert) Ltd. for their NICE Perform Adaptive Interaction Analytics.
Australia's CSA offers support to separated parents by assisting with the transfer and management of child support payments for their children.
The NICE Perform Adaptive Interaction Analytics provide an automated system capable of self-learning and which analyzes interactions. This helps to identify trends, anticipate opportunities, as well as offers the ability to adjust processes to meet business objectives and take action at the right time. It will be implemented in 14 sites with 3,300 agents.
For the CSA, the solution will specifically assist in better handling disputes and offering better customer service. With the solution it will be possible to identify the reasons for calls and high risk scenarios.
"We are very happy to have been selected by the CSA," said Doron Ben Sira, President NICE APAC in a statement to the press. "Our adaptive interaction analytics solutions are leading the market with unmatched capabilities. The CSA joins many other organizations from different market segments who have chosen our solutions to address critical business issues and improve performance".
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Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.
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