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Conseco to roll out Nice technology across call centres

17 January 2008  |  1614 views  |  0 Source: Nice Systems

Nice Systems (NASDAQ:NICE), a leading global provider of advanced solutions that enable organizations to extract Insight from Interactions to drive performance, today announced that leading US insurance provider, Conseco, a multi-billion dollar company listed on the Fortune 500, has expanded its NICE environment with NICE SmartCenter to be deployed in US and offshore locations, across four contact centers.

Conseco selected NICE SmartCenter to leverage the synergies of its adaptive interaction analytics, workforce management and performance management solutions to improve customer service and drive performance at the agent, operational, and enterprise levels.

Contact centers today constitute a major touch point between the enterprise and its customers. Furthermore, they are becoming more complex and difficult to manage in an efficient manner. By combining the capabilities of the NICE SmartCenter solutions, Conseco's management will be able to improve agent behaviors for increased customer satisfaction, address the key business issues that impact contact center management effectiveness and efficiency, and better align the contact center with the strategic goals of the enterprise.

NICE SmartCenter's performance management solution provides KPI-based (key performance indicators) management tools for setting business performance goals and objectives for employees. Achievement of these goals can be monitored on an on-going basis using dashboards, scorecards, and workflows. Moreover, the performance management solution will enable Conseco's management to create a set of integrated reports derived from various operational systems for a unified view of their business operations.

NICE's Adaptive Interaction Analytics will enable Conseco to gain insights from calls relating to their health insurance, life insurance, or annuities products and services, that will help drive even further performance and service levels. Adaptive Interaction Analytics from NICE will provide Conseco a very high degree of accuracy and efficiency in a scalable solution that analyzes 100 percent of the interactions in a cost-effective manner. This capability will enable Conseco to leverage customer interactions to proactively identify trends, anticipate opportunities, adjust processes to meet business objectives and take action at the right-time.

The combined information derived will be delivered to key business functions in the organization, such as the Processing department to learn whether there are processing issues involved, and whether there is a need to develop new ones for greater efficiency. Furthermore, the solution enables the development of coaching packages for the skill sets required to handle new processes and improve customer satisfaction. The workforce management solution will enable Conseco to efficiently manage and optimize scheduling of agents and to schedule coaching sessions to ensure the success of knowledge transfer.

"We selected the NICE SmartCenter solution because we are confident that it will help us with our continual efforts to enhance the quality of service we provide to our policyholders and agents," said Steve Stecher, Executive Vice President of Enterprise Operations at Conseco.

"We are very pleased that Conseco, a leader in service excellence, has selected NICE SmartCenter to drive their customer service levels even higher," said Eran Gorev, President and CEO, NICE Americas. "We are seeing a growing number of customers leveraging NICE SmartCenter as a strategic asset for gathering action-oriented insight and managing by meaningful performance metrics, for improved productivity and effective change management."

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