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May 29, 2007
Contax Selects NICE Perform for Pure VoIP Contact Centers
By Susan J. Campbell, TMCnet Contributing Editor
Contax, a provider of contact center service in Brazil, has placed an order to expand to NICE Perform in three of its contact centers, for 4000 agents. NICE System Ltd. is a global provider of advanced solutions that enable organizations to extract Insight from Interactions to drive performance. The NICE Perform solution will be deployed in the pure VoIP  environment in each of the three contact center sites.
Contax supervisors can use NICE Perform to go beyond traditional call recordings and quality management to proactively identify and reliably evaluate the quality of service the center and its agents are providing to customers. Supervisors are also able to target key calls and evaluate how well agents are handling the call process as compared to key performance indicators (KPIs). By generating such insight from customer interactions, the organization will be better equipped to increase customer loyalty, reduce churn and improve overall business performance.
Organizations selecting NICE Perform VoIP are provided with software-only, scalable VoIP solutions that are certified by top VoIP switch vendors. Such solutions address small-scale to large, multi-site, high-end environments. NICE’s field-proven, VoIP solutions for contact centers, financial institutions and regulatory-compliant enterprises are designed to assure seamless business continuity and investment protection.
"We are excited to strengthen our relationship with NICE and expand our implementing to include NICE Perform in our VoIP environment," said Alexandre Martins, Director of IT and Services at Contax, in a Tuesday statement. "We believe that with NICE Perform we will be able to improve efficiency, effectiveness and quality of customer service in our VoIP contact centers."
"We are happy that Contax has decided to implement NICE Perform," said Eran Gorev, President and CEO, NICE Systems ( News - Alert) Inc, in Tuesday’s statement. "This reflects once more the strategic value-add NICE Perform brings to our customers in improving performance on all levels, agent, supervisor, and the contact center business. It also reflects NICE's leadership in bringing innovative solutions to VoIP contact centers. Contax joins the ever growing list of customers in leading the way of moving the contact center to the heart of the enterprise."
The only sure way to understand performance in the contact center is to fully capture the entire customer/agent interaction to be able to assess the interaction to effectively build on weaknesses and reinforce strengths. This is especially essential in the VoIP contact center environment where new technologies have altered the traditional business functions and the contact center is becoming more central to the corporate strategy.
Want to learn more about contact centers? Then be sure to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. The papers are authored by industry leaders, who, in turn, receive qualified sales leads from interested parties. Check here for the latest in CRM information.
Voice over IP (VoIP) | X | | A real-time communications system that converts voice into digital packets containing media and signaling data that travel over networks using Internet Protocol....more |
Internet Protocol (IP) | X | | IP stands for Internet Protocol, a data-networking protocol developed throughout the 1980s. It is the established standard protocol for transmitting and receiving data
in packets over the Internet. I...more |
Quality of Service (QoS) | X | | This is an introduction to the planning for QoS and Service Level Agreements. Simply, your performance is QoS and the guarantee is the SLA. That is, if you are not receiving the desired QoS from your ...more |
(source: http://www.tmcnet.com/channels/workforce-optimization/articles/7178-contax-selects-nice-perform-pure-voip-contact-centers.htm)
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