Tag Archives: NICE Systems

Celcom Axiata Berhad Achieves 16-Point NPS Improvement with NICE Voice of the Customer Solution

PRESS RELEASE: NICE Systems announced that Celcom Axiata Berhad, a premier mobile telecommunications provider in Malaysia, has realized a significant improvement in customer satisfaction since implementing the NICE Fizzback​ solution in November 2014. Throughout its retail branches, NPS (net promoter score) has increased by 15 points, while its contact center operations have seen a 16-point NPS improvement. Continue reading Celcom Axiata Berhad Achieves 16-Point NPS Improvement with NICE Voice of the Customer Solution

NICE Implementation at PT Bank Permata Tbk Gains Recognition as Best CRM Project in Indonesia

PRESS RELEASE: NICE Systems announced that it is the winner of a 2015 Technology Implementation Award from The Asian Banker. NICE was recognized as the Best CRM Project in Indonesia following its successful implementation at PT Bank Permata Tbk (PermataBank). Continue reading NICE Implementation at PT Bank Permata Tbk Gains Recognition as Best CRM Project in Indonesia

New NICE Solution Uses VoC Feedback to Improve Customer Journey in Real Time

PRESS RELEASE: NICE Systems announced a new solution that will allow organizations to use Voice of the Customer (VoC) feedback, in combination with predictive analytics, to positively shape the customer journey in real time. By understanding customer attitudes at various points of engagement across channels and touch points, companies can intercept the journey when necessary and continually adapt it to reduce customer effort, improve retention, and enhance the entire customer experience. Continue reading New NICE Solution Uses VoC Feedback to Improve Customer Journey in Real Time

Got a Complaint? New NICE Solution Tackles Customer Grievances Head-on to Create Perfect Experiences

PRESS RELEASE: NICE Systems announced a new solution suite to help organizations manage customer dissatisfaction at an early stage, prevent the escalation of complaints, and proactively address the issues that lead to customer grievances. In doing so, the NICE Complaints Management Suite will help these companies improve the customer experience while also satisfying regulatory requirements. Continue reading Got a Complaint? New NICE Solution Tackles Customer Grievances Head-on to Create Perfect Experiences

NICE to Shape New Global Recording Standard for WebRTC Communications

PRESS RELEASE: NICE Systems announced that it is leading an initiative to create a global recording standard for the emerging communication channel Web Real-Time Communication (WebRTC​). This standard will provide enterprises with a unified multi-channel recording mechanism for their future WebRTC needs. Continue reading NICE to Shape New Global Recording Standard for WebRTC Communications

NICE Introduces Next Generation of Desktop Activity Monitoring for Improved Scalability and Performance, Including in the Cloud

PRESS RELEASE: NICE Systems announced that it is enabling its Real-Time offering in the cloud, with NICE Real-Time Activity Monitoring (RTAM) being the first solution to migrate to this platform. The cloud-based solution will support improved scalability and performance across contact center and back office operations, and will enable organizations to streamline IT processes, lowering costs and simplifying installment. Continue reading NICE Introduces Next Generation of Desktop Activity Monitoring for Improved Scalability and Performance, Including in the Cloud

NICE and Vidyo to Enhance Customer Experience with Live Video Engagement

PRESS RELEASE: NICE Systems and Vidyo, Inc. announced the integration of the NICE Engage Platform, a highly-scalable recording and analytics solution that supports real-time engagement, with the VidyoWorksTM platform, a video collaboration solution designed to ensure consistent HD quality from consumer devices. Continue reading NICE and Vidyo to Enhance Customer Experience with Live Video Engagement

NICE Launches Employee Engagement Manager for Greater Scheduling Agility and Employee Satisfaction

PRESS RELEASE: NICE Systems announced the launch of Employee Engagement Manager, a new Workforce Management (WFM) capability that allows both employees and managers to control scheduling in real-time based on actual demand. This added scheduling agility also enables organizations to promptly address unexpected events, helping to optimize staffing levels at all times. Continue reading NICE Launches Employee Engagement Manager for Greater Scheduling Agility and Employee Satisfaction