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Australia’s Child Support Agency to Implement NICE Perform® Adaptive Interaction Analytics Solutions in 14 Sites for 3,300 Agents


NICE Systems (NASDAQ: NICE) , a leading global provider of advanced solutions that enable organizations to extract Insight from Interactions™ to drive performance, today announced that Australia’s Child Support Agency (CSA) has selected NICE Perform® Adaptive Interaction Analytics and will implement it in 14 sites with 3,300 agents. The solutions will be used to improve customer service levels, dispute resolution and operational efficiency.

The CSA, an agency of Australia’s Department of Human Services, supports separated parents in transferring payments for the benefit of their children. The CSA helps more than 1.4 million parents manage their child support responsibilities and assist in the transfer of payments for 1.1 million children across Australia.

NICE solution was chosen by the CSA to improve quality of service for parents, and to improve d ispute resolution capabilities. Through its adaptive interaction analytics capabilities NICE Perform will enable CSA to identify the reasons for calls and the topics covered. It will also provide the ability to identify high-risk scenarios for improving dispute resolution.

NICE Perform’s Adaptive Interaction Analytics harness the power of interaction analytics with an automated, iterative, system self-learning solution. Adaptive Interaction Analytics provides a very high degree of accuracy and efficiency in a scalable solution that analyzes 100 percent of the interactions in a cost-effective manner. This capability leverages customer interactions to proactively identify trends, anticipate opportunities, adjust processes to meet business objectives and take action at the right time.

“We are very happy to have been selected by the CSA,” said Doron Ben Sira, NICE APAC. “Our adaptive interaction analytics solutions are leading the market with unmatched capabilities. The CSA joins many other organizations from different market segments who have chosen our solutions to address critical business issues and improve performance”.


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