In a bid to further improve their contact center's overall performance, Alibaba.com, an e-commerce provider in China, has announced it will leverage NICE Systems' SmartCenter solutions in two of its VoIP contact centers.
Alibaba.com is a business-to-business provider that brings together millions of buyers and suppliers from around the world.
With NICE's solution, the company will be able to improve service for customers calling with technical support questions or looking for more information on the company's services.
Alibaba's contact centers will find the solution helpful as supervisors can develop plans for performance improvement and discover how agent behavior is affecting quality of service – further improving customer loyalty.
“NICE SmartCenter will provide us the ability to enhance customer satisfaction and drive comprehensive business performance improvements. We are committed to providing outstanding customer service, and believe that with the NICE solution we will be able to better understand and satisfy the expectations and requirements of our customers, while improving operational efficiency,” said Andy Li, Vice-President of Alibaba.com.
The solution will also help the company to improve training in the call centers including improved agent behavior to increase customer satisfaction.
NICE Systems' (News - Alert) SmartCenter solutions help enterprises take action at the right time and bring the contact center to the forefront of the business.
“We are very happy to have been chosen by Alibaba.com, a leading global e-commerce company,” said Doron Ben-Sira, President of NICE APAC. “This illustrates our leadership in providing the most advanced set of contact center solutions and demonstrates the key role we play in helping organizations all over the world further enhance their performance.”
Just last week, NICE made headlines with the announcement that VimpelCom would expand the use of its NICE Systems environment by implementing even more VoIP contact centers, a total of 13, to further improve customer service and experiences.
The NICE solution, with a unique Russian interface, will help customers calling about VimpelCom's many wireless, fixed, broadband voice and data services.
For more, be sure to check out the Performance Management channel on TMCnet.
Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.
Edited by Stefania Viscusi
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