If you've been paying attention to the news lately, you will have noticed that scarcely a week has gone by without the announcement of another large customer win for NICE Systems. The progress that solutions such as those of NICE enable in improvement of contact center service at all levels — From agent up through management, via a combination of quality monitoring, analytics, workforce and performance management, customer feedback — is such that solutions like these have some of the fastest and most impressive ROI under the vast umbrella that covers enterprise business solutions.
Today, it’s Idearc Media Corp., home to Superpages.com and publisher of the Verizon (News - Alert) Yellow Pages, that has placed an order to expand its NICE environment by deploying NICE SmartCenter solutions, including Adaptive Interaction Analytics, Customer Feedback, and Performance Management.
Idearc Media plans to use NICE SmartCenter solutions to continue improving overall customer service. NICE’s Adaptive Interaction Analytics will allow Idearc Media to analyze large amounts of call data to gather business intelligence about its customers, predict behavior, and drive strategic decisions and actions.
The NICE Customer Feedback solution is expected to improve surveying capabilities and link results to process and service improvements for Idearc Media. NICE’s Performance Management solution provides strategic performance metrics in a single, consolidated view. Idearc will receive performance scorecards, which are based on predefined performance criteria, thresholds and targets, enabling key performance indicator-based management.
“Having been selected by Idearc is further evidence that NICE SmartCenter is being recognized as a strategic tool for achieving business performance excellence,” said Eran Gorev, President and CEO, NICE Americas. “NICE SmartCenter is being selected by more and more of the world’s leading organizations to help them address the growing complexity of contact center management, and drive performance.”
Tracey Schelmetic is editorial director for CUSTOMER INTER@CTION Solutions. For more articles please visit Tracey Schelmetic’s columnist page.
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