Source: Nice Systems
NICE Systems Ltd. (NASDAQ:NICE), a leading global provider of advanced solutions that enable organizations to extract Insight from Interactions to drive performance, today announced that a major continental European bank has placed a multi-million dollar order for NICE Perform, part of the NICE SmartCenter solution, with Adaptive Interaction Analytics.
The bank is already using the NICE SmartCenter solution for workforce management. The NICE solution will be deployed in five sites for over 2,000 agents supporting its retail banking and insurance activities, to improve operational efficiency, agents' quality of service, and customer satisfaction.
NICE's interaction analytics will enable the bank to leverage customer interactions to gain a comprehensive understanding of the reasons that underlie customer satisfaction. The bank will be able to cross-reference interaction content with inputs from agents' screen activity and from customer feedback, providing supervisors with targeted tools for improving agent performance and enhancing compliance with procedures and financial regulations.
"We are very pleased that this major European bank has elected to employ our solution, placing the single largest order for a NICE SmartCenter solution in Europe," said Tamir Ginat, President, NICE EMEA. "This is further evidence of the growing interest in NICE SmartCenter with advanced applications and interaction analytics. It reflects the success of our strategy to provide a comprehensive solution to enable organizations to handle the growing complexity of the contact center, and to leverage the strategic insights it brings to the enterprise, addressing key business issues and providing a better understanding of customer and market dynamics."