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June 04, 2008

CallSource Relies on Interaction Analytics from NICE to Enhance Effectiveness

By Susan J. Campbell, TMCnet Contributing Editor

NICE Systems (News - Alert), a global provider of advanced solutions to enable organizations to extract Insight from Interactions to drive performance, has announced that CallSource, a U.S.-based provider of call tracking, performance evaluation and training services, has selected the Interaction Analytics solution from NICE.

Part of the NICE SmartCenter, the Interaction Analytics solution helps them to enhance their clients sales and marketing effectiveness, capture additional sales opportunities, improve customer service, and increase customer retention rates.

CallSource caters to the automotive, multi-family housing, publishing and advertising markets, in addition to thousands of businesses across diverse industries. The company also manages more than eight million phone leads each month for hundreds of thousands of advertisers.

With Interaction Analytics from NICE, CallSource will be able to perform a mass-analysis of its clients’ customer call content, in addition to automatic call categorization, trending and root cause analysis.

The NICE solution will be put in place to categorize recorded customer interactions according to different criteria, a specific advertising campaign or analysis type. Next, trends will be mapped graphically to effectively reveal whether there was an increase or decrease in call type or in satisfaction levels.

Finally, root-cause analysis reports will be generated to provide CallSource's business analysts with an understanding of what went wrong, or right, and why. Such insight will enable the organization to learn from the situation and make continuous improvements.

Using this approach will enable CallSource to automatically identify their clients’ key business issues, prioritize them, and ultimately provide comprehensive, reliable recommendations to the required corrective action.

Jerry Feldman, CallSource's CEO, commented in a Wednesday statement, "We selected NICE's Interaction Analytics solution over the competition because it was the best solution to meet our business requirements.”
“It is the most comprehensive and flexible solution that we evaluated, uniquely enabling us to make changes in the system, on-the-fly, based on the different and changing needs of our varied customer base," Feldman added.

"We are happy to have been selected by CallSource to help them proactively identify trends, anticipate opportunities, and adjust processes to meet business objectives," said Barak Eilam, NICE's President of Interaction Analytics, in Wednesday’s statement.
"With NICE's Interaction Analytics business solution CallSource will be able to offer value-added services to their clients, by making data-based analyses of customer dynamics for improved business results."

One of the best ways to prove the value of a solution is to tie it directly to sales. Unfortunately, many solutions provide benefits that cannot be easily and directly measured in such a capacity.
NICE has the advantage that its Interaction Analytics can not only provide benefits to clients such as CallSource, the effectiveness of the solution can be easily measured in the value that it delivers to the company. CallSource will be able to extend that value to its clients, improving overall performance and driving revenues.
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for To see more of her articles, please visit Susan J. Campbell’s columnist page.
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