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American Airlines Leverages NICE Interaction Analytics to Enhance Customer Experience


Broad-scale implementation of integrated best-in-class applications of the NICE SmartCenter suite helps American Airlines respond quickly to areas of opportunity and enhance customer experience

RA’ANANA, ISRAEL, and FORT WORTH, TX, NICE Systems (NASDAQ: NICE) , a leading global provider of advanced solutions that enable enterprises and security organizations to extract insight from interactions, transactions and evaluations to drive business performance, and American Airlines (NYSE: AMR), one of the world’s largest airlines, today announced that American Airlines is achieving improvements in customer experience following a successful deployment of the integrated best-of-breed applications of the NICE SmartCenter suite, including NICE Interaction Analytics solution. The deployment also included NICE Recording and NICE Quality Management and follows American Airlines’ earlier implementation of NICE IEX Workforce Management.

The systems NICE offers enable American to rely on these behind-the-scene capabilities to efficiently monitor and analytically assess the individual and collective experiences of its customers when they contact American’s reservations and customer support centers. The value-add that NICE solutions delivered to American include being able to find better ways to understand trends in customer calls and how to more effectively provide services to them. Additionally, the system has been leveraged to assist management in making key process improvement decisions.

Bella Goren, American Airlines’ Senior Vice President, Customer Relationship Marketing and Reservations, said, “With American’s strong focus on continually enhancing our customers’ experience, the NICE system and its advanced interaction analytics capabilities are helping us to efficiently identify areas of success and opportunities for improvement.”

“The integrated best-in-class suite of applications offered by NICE helps enterprises deal with customer satisfaction from an operational and strategic point of view, and we are seeing more and more organizations recognize the strong added value and quick return on investment offered by the NICE solutions,” said Barak Eilam, Chief Business Officer, Americas, at NICE. “The fact that American Airlines chose NICE to replace their previous recording and quality management systems speaks to the strength of our suite. In addition, the advanced interaction analytics capabilities we offer support American’s efforts in enhancing the overall effectiveness of its contact centers.”

NICE SmartCenter is a suite of pre-packaged business solutions that address specific business issues, powered by best-in-class applications spanning call recording , quality management , workforce management , cross-channel interaction analytics , including speech analytics , real-time guidance, and performance management . The business solutions capture, analyze and impact customer interactions in real time, across a variety of channels, from audio, email and chat to social media and text messaging. The solutions include nine packaged offerings: Customer Churn Reduction , Sales Effectiveness , Customer Experience , Marketing Effectiveness , Collections Optimization , Quality Optimization, First Contact Resolution Optimization , Average Handle Time Optimization , and Compliance Management . These solutions can be deployed on premise, in a hosted model, or via a managed service , and can be implemented stand-alone or fully integrated with customer relationship management and business intelligence solutions.

About American Airlines
American Airlines, American Eagle and AmericanConnection® serve 250 cities in 40 countries with, on average, more than 3,400 daily flights. The combined network fleet numbers more than 900 aircraft. American’s award-winning Website,®, provides users with easy access to check and book fares, plus personalized news, information and travel offers. American Airlines is a founding member of the one world® Alliance, which brings together some of the best and biggest names in the airline business, enabling them to offer their customers more services and benefits than any airline can provide on its own. Together, its members serve nearly 700 destinations in more than 130 countries and territories. American Airlines, Inc. and American Eagle Airlines, Inc. are subsidiaries of AMR Corporation. American Airlines, American Eagle,

AmericanConnection,, We know why you fly and AAdvantage are registered trademarks of American Airlines, Inc. (NYSE: AMR).

About NICE Systems
NICE Systems (NASDAQ: NICE) is the leading provider of Insight from Interactions solutions and value-added services, powered by advanced analytics of unstructured multimedia content – from telephony, web, radio and video communications. NICE’s solutions address the needs of the enterprise and security markets, enabling organizations to operate in an insightful and proactive manner, and take immediate action to improve business and operational performance and ensure safety and security. NICE has over 24,000 customers in more than 150 countries, including more than 85 of the Fortune 100 companies. More information is available at

Trademark Note: 360° View, Alpha, ACTIMIZE, Actimize logo, Customer Feedback, Dispatcher Assessment, Encorder, eNiceLink, Executive Connect, Executive Insight, FAST, FAST alpha Blue, FAST alpha Silver, FAST Video Security, Freedom, Freedom Connect, IEX, Interaction Capture Unit, Insight from Interactions, Investigator, Last Message Replay, Mirra, My Universe, NICE, NICE logo, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NICE Inform, NICE Learning, NiceLog, NICE Perform, NiceScreen, NICE SmartCenter, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse Compact, NiceVision, NiceVision Alto, NiceVision Analytics, NiceVision ControlCenter, NiceVision Digital, NiceVision Harmony, NiceVision Mobile, NiceVision Net, NiceVision NVSAT, NiceVision Pro, Performix, Playback Organizer, Renaissance, Scenario Replay, ScreenSense, Tienna, TotalNet, TotalView, Universe, Wordnet are trademarks and/or registered trademarks of NICE Systems Ltd. All other trademarks are the property of their respective owners.

Forward-Looking Statements
This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by Messr Eilam, are based on the current expectations of the management of NICE-Systems Ltd. (the Company) only, and are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of the global economic environment on the Company’s customer base (particularly financial services firms) and the resulting uncertainties; changes in technology and market requirements; decline in demand for the Company’s products; inability to timely develop and introduce new technologies, products and applications; difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; pressure on pricing resulting from competition; and inability to maintain certain marketing and distribution arrangements. For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company’s reports filed from time to time with the Securities and Exchange Commission, including the Company’s Annual Report on Form 20-F. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law.


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