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February 15, 2012
Q4 2011 NICE Systems Earnings Release
Saved $250,000 by identifying and addressing off phone time work using NICE solutions
Decreased customer defections and improved agent coaching with NICE Customer Interactions Solutions
Rewarded high performing agents with prime schedules
Increased revenue per call by 10 percent and expanded gross margin per call by 12.5 percent
Combined intelligence and efficiency to improve quality and operations
Increased partner-transfer revenues and operational efficiencies
Gained real-time insight into all attendance data and improved system wide schedule accuracy
Improved overall quality and adherence scores with NICE workforce and quality management
Reduced total annual operating costs by 9 percent and achieved full ROI in 11 months
