World’s Largest Provider of Financial Services to Credit Unions, CUNA Mutual, Aims to Enhance Service and Revenues with NICE’s Holistic Solution for Contact Centers
Utilizing NICE Perform™ and TotalView™ from NICE company, IEX
Ra’anana, Israel, October 25, 2006 - NICE Systems (NASDAQ: NICE) , the global provider of advanced solutions that enable organizations to extract Insight from Interactions™ to drive performance, today announced that CUNA Mutual Group, the world’s largest provider of financial services to credit unions and their members worldwide, expects to increase quality of customer service and revenues with NICE’s holistic solution for contact centers with NICE Perform™ and TotalView™ from IEX, a NICE company. When all phases of the implementation are complete NICE will be implemented for 1000 agents at three sites.
The combined solutions’ capabilities, along with performance management solutions from NICE, can provide CUNA Mutual with a holistic view of contact center business performance that uniquely addresses the full spectrum of business issues ranging from operational to strategic. NICE offers CUNA Mutual the leading solutions in quality monitoring, workforce management, interaction analytics, and coaching, enabling performance improvements at all levels – the agent, supervisor, and contact center, and providing a significant contribution to enterprise performance.
CUNA Mutual can now hone in on calls where particular issues are mentioned or an elevated level of emotion is displayed by the calling customer or handling service agent. This facilitates a deeper understanding of the issues that prompt customers to call or impact customer loyalty, and identifies areas, both within the call center and throughout the enterprise, where improvements may be needed. Furthermore, they can compile data seamlessly across the enterprise, enabling more accurate and effective forecasting, planning and scheduling of the workforce. This results in more consistent service to customers with lower operating costs and higher employee morale.
“CUNA Mutual is committed to providing best-in-class service possible to its customers,” said Rick Roy, Senior Vice President Customer Operations, CUNA Mutual. “NICE has given us the tools we need to really hear what our customers are saying, while also improving operational efficiencies, maximizing resources, supporting agent training and coaching, and even increasing revenues.”
“We also engaged NICE’s Consulting Services team to help us maximize the benefits of the NICE solution, accelerate our ROI, focus on desirable outcomes, and deliver tangible and measurable results,” added Mr. Roy .
“CUNA Mutual’s implementation of the NICE suite of solutions for improving contact center business performance is one of the most advanced in the market,” said Eran Gorev, President and CEO, NICE Systems Inc. “This is a great example of a growing trend by companies to leverage a holistic view of the contact center and the insights gathered from customer interactions to better understand the needs of their customers and the dynamics of their market.”
About CUNA Mutual
CUNA Mutual Group is the leading provider of financial services to credit unions and their members worldwide. More information on the company is available at www.cunamutual.com.
NICE Systems Ltd. (NASDAQ: NICE) is the leading provider of Insight from Interactions™ solutions, based on advanced analytics of unstructured multimedia content – from telephony, Web, radio and video communications. NICE is revolutionizing VoIP interactions management with state-of-the-art solutions for IP contact centers, branches, and command and control centers. NICE’s solutions are changing the way organizations make decisions, helping them improve business and operational performance, address security threats and be proactive. NICE has over 24,000 customers in 100 countries, including over 75 of the Fortune 100 companies. More information is available at http://www.nice.com.
Trademark Note: Insight from Interactions™, 360 0 View™, Executive Connect®, Executive Insight™*, Freedom®, Investigator®, Mirra®, Universe®, My Universe™, NICE®, NiceCall®, NiceCall Focus™, NiceCLS™, NICE Learning™, eNiceLink™, NiceLog®, Playback Organizer™, Renaissance®, ScreenSense™, NiceScreen™, NICE Storage Center™, NiceTrack™, NiceUniverse®, NiceVision®, NiceVision Harmony™, NiceVision Mobile™, NiceVision Pro™, NiceVision NVSAT™, NiceVision Alto™, Scenario Replay™, Tienna®, Wordnet®, NICE Perform™, NICE Inform™, NICE Analyzer™, Last Message Replay™, NiceUniverse Compact™, Customer Feedback™, Interaction Capture Unit™, Dispatcher Assessment™, Encorder™, Freedom Connect®, FAST®, FAST Alpha Silver™, FAST Alpha Blue™ and Alpha®, Emvolve Performance Manager™, Performix Technologies™, IEX®, TotalNet®, TotalView® and other product names and services mentioned herein are trademarks and registered trademarks of NICE Systems Ltd. All other registered and unregistered trademarks are the property of their respective owners.
This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such statements are based on the current expectations of the management of NICE Systems Ltd. (the Company) only, and are subject to a number of risk factors and uncertainties, including but not limited to 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, which could cause the actual results or performance of the Company to differ materially from those described therein. We undertake no obligation to update these forward-looking statements. 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.
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