NICE Gains Romania’s Leading Telco, Romtelecom, as New Customer in Deal for NICE SmartCenter at their Contact Centers
Integrates NICE SmartCenter solutions for improved customer service levels and operational efficiency
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 NICE has gained one of Romania’s leading telecommunications companies, Romtelecom, as a new customer in a deal for NICE SmartCenter at their contact centers. The NICE solution will enable Romtelecom to leverage the synergies of its call recording, quality management, workforce management, and performance management solutions to improve customer service levels and operational efficiency.
Facing fierce market competition and growing call volume at their contact centers, Romtelecom made the goal of increasing customer satisfaction a key priority through a program called “Customer 1st”. Using NICE’s comprehensive contact center solution will enable Romtelecom to improve the quality of service provided to their approximately 4 million customers calling about Romtelecom’s advanced communications products and services.
“After considering a number of standalone solutions, we concluded that adopting one unified and comprehensive solution for all of our contacts centers was the best approach for providing both improved service for our customers and increased operational efficiency throughout the organization,” said Simona Trofin , Customer Management Director at Romtelecom . “The comprehensive NICE SmartCenter solution fills this role, delivering the most complete and advanced capabilities to meet all of our needs, including regional support services during the implementation phase.”
The NICE solution features the integration of call recording, quality management, workforce management, and performance management solutions, all designed to dramatically improve service levels and increase caller satisfaction. By targeting key calls, contact center supervisors will more accurately be able to 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. Using NICE’s workforce management offering, supervisors will now be able to schedule their more than 1,000 agents working in a complex, multi-skilled and multi-site environment, while ensuring that service levels adhere to the company’s goals. Furthermore, with NICE’s performance management solution, Key Performance Indicators can be defined for agent, group, or contact center activities that are correlated with operational and strategic business performance goals.
“We are pleased to have been chosen by Romtelecom, one of the leading telecommunications companies in Romania,” said Tamir Ginat, President of NICE EMEA . “This win illustrates NICE’s leadership position providing the most advanced set of contact center performance solutions, and demonstrates the key role we play in helping organizations worldwide further enhance their business performance.”
A former state monopoly, Romtelecom was privatized in January 2003. As one of Romania’s largest telecommunications companies and a leader in the fixed communications market, Romtelecom, offers reliable, innovative and easy-to-use services, from traditional fixed telephony, broadband Internet and digital TV, to the most secure hosting data center in Romania, voice and data bundled services, and a permanently supervised and enhanced Customer Care program called “Customer 1 st”. Romtelecom is part of OTE Group, Greece’s leading telecommunications organization and one of the pre-eminent players in Southeastern Europe, providing top-quality products and services to its customers. More information is available at http://www.romtelecom.ro/en/.
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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