Implementation of NICE SmartCenter Expanded to Improve Customer Service for Major U.S. Electric Utility
To add NICE recording and quality management solutions and integrate with existing NICE workforce management solution already implemented
Ra’anana, Israel - NICE Systems Ltd. (NASDAQ: NICE), the global provider of advanced solutions that enable organizations to extract Insight from Interactions to drive performance, today announced that Atlanta-based Southern Company, a leading U.S. electricity company, has expanded its strategic implementation of NICE SmartCenter in order to create a more integrated, comprehensive contact center technology environment. Southern Company will replace competing recording and quality management solutions, and will also add screen content analytics. Southern Company is a long-time user of NICE’s workforce management solution, IEX TotalView, and will now expand its NICE environment to help improve agent performance and deliver the highest quality of customer service possible to the company’s over 4 million customers.
NICE will provide supervisors of the 850 agents in Southern Company’s four contact center locations with enhanced technology and tools to support precision quality management for improving agent performance, customer satisfaction, and training effectiveness. It will also enable Southern Company’s contact center supervisors to proactively evaluate the quality of service provided to customers. By identifying key interactions and correlating them with agent screen activity, supervisors can more effectively determine what steps agents can take to deliver world-class customer service, as well as to develop programs for performance improvement.
”This strategic implementation of the NICE solutions presents an opportunity for Southern Company to upgrade to the most robust, comprehensive solution, which will enable us to improve the process of managing agents and their interactions with customers,” said Harvey Ellis, Call Center Operations Support Manager, Southern Company. “We have been using NICE’s workforce management solution successfully for ten years, so it was completely natural to make NICE SmartCenter the standard across our contact centers.“
We see leading companies across an array of industries looking to improve customer service and operational efficiency,” said Eran Gorev, Chief Business Officer, NICE Systems Inc. “By choosing to expand their implementation of NICE SmartCenter, Southern Company is demonstrating its drive to provide the level of quality service that customers expect from an industry leader, while operating in a more efficient and comprehensive manner"
About NICE Systems
NICE Systems (NASDAQ: NICE) is the leading provider of Insight from Interactions solutions and value-added services, powered by the convergence of advanced analytics of unstructured multimedia content and transactional data – from telephony, web, email, radio, video, and other data sources. 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 135 countries, including over 85 of the Fortune 100 companies. More information is available at http://www.nice.com .
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.
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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