01 September 2014

Western Union to use Nice Customer Interaction Management platform

25 February 2014  |  903 views  |  0 Source: Nice Systems

NICE Systems (NICE) today announced that the Western Union Company is rolling out its Customer Interaction Management solutions to leverage customer insights and deliver an enhanced experience across the company's global Customer Care Centers.

Western Union, a leader in global payment services, selected NICE's analytics-based solutions as part of a new technology initiative to bolster its customer-centric service model.

In 2013, Western Union received more than 50 million inbound contacts to its Customer Care Centers. By implementing the NICE solutions, Western Union will be able to analyze, learn from, and act upon these interactions to help improve its ability to resolve customer service requests upon first contact across multiple touch points, including retail Agent locations, online and mobile application transaction service requests, and the company's international customer service phone line.

The implementation of NICE solutions by Western Union will also allow the company to standardize its global care center procedures and apply performance management tools that engage employees. Ultimately, this will improve customer service processes on both the "send" and "receive" side of a Western Union Money Transfer® transaction.

Steven Sigman, Head of Global Customer Care, Western Union:

"Our goal is to deliver an exceptional experience, based on our customers' evolving needs, and streamline our service delivery processes. Our consumers, Agents and business payments clients rely on Western Union every day, in all parts of the world, to send money quickly and reliably. Implementing strategic technologies like those included in the NICE Customer Interaction Management solutions will allow us to take a more proactive approach to problem resolution, thereby improving not only the customer experience, but corporate productivity metrics as well."

Barak Eilam, President of NICE Americas:

"Western Union is an excellent example of a company that is committed to both providing outstanding customer service and improving business processes. Many organizations face challenges in achieving this balance, and an important strategy businesses can adopt is to turn customer interactions into an asset by leveraging the insights gleaned from applying analytics solutions. We are pleased to work with Western Union as it continues to get closer to its customers in order to enhance and transform the customer experience on a global level."

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