NICE Offers AI, Smart Quality Management for Japanese BPO

NTT Marketing ACT, one of the largest business process outsourcers (BPO) in Japan, has announced it will utilize NICE Nexidia and Enlighten solutions to help automate quality management processes.

NICE provides AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Included as part of the company’s newly launched "One Contact Quality Management" BPO service, the combined offering enables customers to automate two-thirds of their interaction quality assessments on behalf of 200 current BPO clients.

NICE Enlighten works automatically to understand agent behaviors and how they affect customer satisfaction. It offers both real-time and forward-looking insights, and draws detailed information from purpose-built, self-learning AI.

NICE Nexidia (News - Alert) closely examines customer behavior and uses sentiment analytics, journey sequencing technology, and predictive call routing to ensure every interaction is handled with optimal quality.

This news is also significant because NICE Enlighten will become one of the first AI frameworks deployed in Japan, as well as being the first framework in the region to utilize an agnostic phonetic platform for linguistic differences.

The company previously tested analytics solutions from other providers, but noted it was difficult to capture agent behavior and bring the analytics into the quality management side of things.

NTT (News - Alert) Marketing ACT also picked NICE due to the solution offering both "phonetic indexing," "sentiment," and "automatic speech recognition" technology in a single platform.

"With NICE Nexidia & Enlighten, the quality and productivity of the contact center will be maintained and improved, and the operation of the entire contact center will be optimized. Together with NICE, we will realize a co-creative contact center operation that not only pursues KPIs but also actively proposes a new KPI method,” commented Takehisa Furuya, NTT Marketing Act, Management Department Manager.

Edited by Luke Bellos