April 11, 2007

 

Companies throughout the global economy are searching for ways to improve customer service deliverables as this is often the key to differentiation in tight competitive markets. As such, the level of service achievable in the contact center is becoming even more critical in the overall corporate strategy to protect market share and facilitate growth.

 

ADT, a unit of Tyco Fire and Security, has recognized the importance of customer service in its contact centers and the value that can be gained from strategic partnerships in this effort. As a result, the American security company offering 24/7 protection of home and family has placed a multi-million dollar order for NICE Perform® to improve customer service.

 

NICE Systems (News - Alert), a global provider of advanced solutions to enable organizations to extract Insight from Interactions to drive performance, announced that ADT also sought to increase agent coaching effectiveness and efficiency, and gain a more holistic view of contact center performance. NICE Perform will be implemented at ADT’s fourteen 24-hour centers to serve millions of customers.

 

The reality of service for ADT is that the critical nature of customer interactions requires uncompromising contact center efficiency, effectiveness and quality of service. ADT selected NICE Perform as part of an overall initiative to improve customer service, which ultimately helps to ensure the safety ad security of its customers and their homes.

 

ADT also expects to benefit from NICE Perform’s unique Agent Coaching solution along with capabilities for cross-referencing results with inputs from agent screen analytics. With this solution, supervisors are provided with targeted tools for improving agent performance, decreasing attrition and providing immediate feedback on agents’ skills and compliance with procedures.

"ADT's quality team is very excited about the robust coaching and training features offered by NICE Perform," according to Jim Schwitter, National Director of Quality Assurance, ADT, in a Wednesday statement. "In an industry where customer safety depends on quality service, this technology has great potential to enhance the level of service we provide."

"We are delighted that ADT, an industry giant, selected NICE Perform to improve its contact center services and efficiency," contributed Eran Gorev, President and CEO, NICE Systems Inc. "This is another example of how NICE Perform is the premier choice for organizations which are looking to extract insights from their customer interactions to better understand the needs of their customers, and improve performance."

 

NICE has proven its performance ability in the contact center space, demonstrating its keen insight into the challenges that centers face and offering strategic tools to become more productive and efficient. As critical as these elements are to ADT, this partnership is likely to be beneficial for not only these players, but their end customers as well.

 

 

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.