MegaFon Deploys NICE Quality Optimization Solution, Expands NICE-Avaya Environment

Russia-based mobile operator MegaFon (News - Alert) has expanded its NICE-Avaya environment with implementation of NICE's Quality Optimization solution, a next-generation quality management, or "QM," solution for contact centers that is part of the NICE SmartCenter suite.

With the deployment of NICE solution, MegaFon expects to optimize Customer Dynamics, with a unified view of contact center performance and increased quality of service provided to its subscribers.

Shlomi Cohen, president for EMEA at NICE, said that implementing NICE Quality Optimization, an end-to-end quality management solution, is the right choice to help MegaFon stay ahead of the competition by bridging the gap between the organization's existing quality management processes and its key business objectives.

MegaFon officials said that the deployment of NICE Quality Optimization solution will enable the company's contact center management to better understand how agents can handle customer service-related calls in an optimal fashion. They can now handle the call regardless of which of the provider's services the call may focus on, such as roaming, conference calls, fax, or data transmissions.

NICE Quality Optimization is designed to help fine-tune agent skills, enabling agents to handle more complex calls, including subscriber inquiries about saving money on calls and Internet traffic, and calls from potential customers about how to become a subscriber.

Company officials said that by automatically correlating trends with agent performance, MegaFon will be able to develop targeted performance improvement programs for corrective action for contact center staff.

"Being a leading provider of outstanding customer service is what differentiates MegaFon in the Russian telecommunications market," said Natalia Spitsina, director of commercial function for Stolichny Branch of OJSC at MegaFon, adding that this is what NICE Quality Optimization is going to help solidify and strengthen.

NICE is a global provider of advanced solutions and workforce optimization systems that enable enterprises and security organizations to extract Insight from Interactions, transactions and surveillance to drive business performance, reduce risk and ensure safety

Recently, the company announced that announced that Port of Los Angeles has initiated the deployment of NICE Situator, an open platform situation management solution.