Russian Telecom Giant, VimpelCom, to Leverage NICE Systems for Improving Business Performance in VoIP Contact Centers
Expands NICE implementation to enhance customer service
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 leading Russian telecom, VimpelCom (NYSE: VIP), will be expanding its NICE environment with additional VoIP contact centers, bringing it to a total of 13. The NICE solution, with a unique Russian interface, will be used to enhance the service provided to VimpelCom’s customers across Russia as well as CIS countries Kazakhstan, Ukraine, Uzbekistan, and Armenia.
VimpelCom is a multi-billion dollar company that provides telecommunications services, fixed-line, wireless, and Internet and integrated telecommunications services under the Beeline brand name. It also provides value-added services, including infotainment, mobile Internet, voice mail, short messaging service, multimedia messaging service, caller number identification, call waiting, and data transmission, among others.
NICE will enable VimpelCom’s contact center supervisors to proactively evaluate and improve the quality of service provided to customers calling about VimpelCom’s range of wireless, fixed, broadband voice and data services. By targeting key calls as well as correlating them with agent screen activity, supervisors will be able to more accurately identify how agent behaviors are impacting quality of service so they can develop programs for sharing best practices as well as programs for performance improvement where needed.
“Our experience with NICE’s solutions in Russia made them the clear favorite for further enhancing our capabilities in our contact centers,” said Leonid Kramarenko , Customer Service Director of VimpelCom. “With the increased familiarity of the Russian and CIS consumer with mobile phone services, even well-known brand-names such as our Bee-Line require top customer care to reduce attrition and find new ways to extract insights that can help us expand market share and reduce costs. NICE provides the ideal solution.”
“VimpelCom’s decision to enhance its NICE environment underlines NICE’s ongoing commitment to providing the most advanced solutions to telecommunication companies worldwide,” said Tamir Ginat, President, NICE Systems EMEA. “With a unique capability of uncovering customer wants and needs, as well as the level of service agents are providing, NICE’s solutions are enabling telecoms all over the world to increase their odds of success in a fiercely competitive market, by helping to decrease churn and increase average revenue per user.”
The VimpelCom Group is a telecommunications operator, providing voice and data services, covered through a range of wireless, fixed and broadband technologies. The Group includes companies operating in Russia, Kazakhstan, Ukraine, Uzbekistan, Tajikistan, Georgia and Armenia, in territories with a total population of about 250 million. VimpelCom was the first Russian company to list its shares on the New York Stock Exchange (“NYSE”). VimpelCom’s ADSs are listed on the NYSE under the symbol “VIP”.
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.
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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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