Teleperformance Expands its NICE SmartCenter Deployment

Workforce optimization and advanced customer interactions systems provider NICE Systems (News - Alert) has had quite an exciting week on their hands.

First, the company announced an agreement with Microsoft to help Microsoft Communications Server “14” customers optimize the value of customer interactions.

And now, the company announced that U.K.-based Teleperformance (News - Alert) has expanded its NICE SmartCenter deployment by the addition of NICE Interaction Analytics business solutions to existing implementations of NICE.

The company’s solutions allow enterprises and security organizations to extract Insight from Interactions, transactions and surveillance to drive business performance, reduce risk and ensure safety. The NICE analytics-based solutions will enable Teleperformance’s clients to cater to the needs of customers. It is expected to help enhance customer experience, increase loyalty and reduce operational costs.

Udi Ziv (News - Alert), president of NICE Enterprise Product Group, said that the expansion by Teleperformance indicates that more companies are desirous of improving their business strategies with NICE solutions. Customer Dynamics encompasses ongoing interchanges between customers and organizations which are rich, complex and difficult to manage.

NICE SmartCenter is capable of helping companies leverage Customer Dynamics by studying customer intent, attitudes and needs hidden in interactions, and converting the details into information and insight for optimizing every customer interaction across multiple channels.

Teleperformance provides outsourced contact center solutions, delivers services like customer acquisition, back office, debt collection, and technical support to companies in the financial services, telecoms, utilities, and public sectors. With the help of NICE SmartCenter, Teleperformance will be able to gain insights into customer interactions which can be leveraged to gather hidden information. The insights so gained can be used to strengthen customer relationships in order to generate business value from Customer Dynamics.

According to Divisional Managing Director at Teleperformance U.K., Rachel Robinson, every single customer interaction, including those that focus on customer service issues, is an opportunity – it’s a chance to extend the customer lifecycle and increase value to clients.

“We decided to expand our implementation of NICE SmartCenter to its broad analytics offering to enable us to hone in on relevant and important calls so that we can immediately pinpoint issues that impact customer satisfaction as well as improve operational efficiency,” she said. “In fact, during the pilot phase, it took us only one month to improve quality scores with a leading customer by nearly 13 percent.”

According to company officials, Teleperformance will be implementing NICE Interaction Analytics, along with NICE Quality Optimizer, Customer Feedback and Desktop Analytics at the company’s six U.K. sites.