NICE announced that NETIA, a leading telecom operator in Poland, reported rapid and measurable results from a customer insight initiative over the course of 2019.
The telecom operator credits NICE Nexidia Analytics with driving this success, including improving both the effectiveness of interaction evaluations and customer satisfaction with NETIA’s contact centre service.
NETIA is a telecom company which owns the second-largest fixed-line network in Poland. Its customer base generates over three million call centre interactions annually, handled by approximately 500 agents at three locations.
NETIA selected NICE Nexidia Analytics to create closer alignment between their frontline activities and overall business goals. With the help of a highly experienced team of NICE’s local partners CCSOFT and ANDRA, NETIA implemented NICE Nexidia Analytics and have already achieved positive results.
Tomasz Dakowski, B2C Managing Director, NETIA, commented: “The NICE solutions are supporting our business transformation and the way we run our daily business. We are now focused more on agent development, with a much clearer picture of our customer interactions, giving us the insight we need to make informed decisions in our daily operations. This maximization of agent effectiveness translates directly into great customer experience, as well as more effective guidance for our sales and operation teams.”
John O’Hara, President, NICE EMEA, said: “We are pleased to have been instrumental in NETIA’s success in reinventing their customer service in 2019. The telecom operator has been very effective in leveraging the improved visibility and deeper insights provided by NICE solutions to drive process changes, improve agent performance and increase customer satisfaction.”
About NICE
NICE (Nasdaq: NICE) is the world’s leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.