Digital voice recording and screen capture technologies in the CEM solution.
NICE Systems (NASDAQ: NICE) was awarded a customer experience management contract by Rio De Janeiro’s leading telecommunications provider, Embratel, to enhance customer service levels in its contact center. Embratel provides advanced voice, high-speed data, Internet, data communication via satellites and corporate networks.
The CEM solution, installed and supported by NICE‘s local distributor in Brazil, Wittel, features NICE’s Executive Connect® that gives executives dial-in access to their contact centers, and NICE Link(tm) that enables users to reconstruct the customer experience directly from their Siebel CRM applications. These features are fully integrated with NiceUniverse® that combines digital voice recording and screen capture technologies with advanced evaluation tools.
‘Providing direct access to customer interactions through our CRM applications has significantly increased agent productivity’, said Mr. Luciano Carino, national support and operations manager at Embratel. ‘By providing management with convenient access to customer interactions we have been able to identify process improvements that have resulted in an increase in customer retention. These combined benefits have resulted in a strong return on investment.’
‘Providing the highest level of customer service can be a key differentiating factor for companies in the highly competitive telecommunications industry,’ commented Dr. Shlomo Shamir, president and CEO of NICE Inc. ‘We are proud to contribute to Embratel’s success by enabling them to increase revenues and profitability, while helping them build their reputation as a provider of the highest quality customer service.’
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