Partner Communications Company, Operating the orange™ Network in Israel Selects NICE Perform®

Partner has selected NICE Perform for its advanced quality monitoring, coaching and adaptive interaction analytics capabilities to help address customer calls where significant issues or concerns are raised or an elevated level of emotion, by either the customer or the contact center agent, is identified.

“We work in a highly competitive market, and are well-known for being a company providing innovative and outstanding service to our customers. We view NICE Perform as a strategic solution which will enable our contact centers to achieve even higher levels of service, and streamline our processes,” said David Avner, Chief Executive Officer of Partner Communications.

NICE Analytics on VoIP to be Used by LENDING.com, Expanding Choice and Control for Customers

LENDING.com, a fast-growing financial services company, has selected NICE Perform’s advanced interaction analytics with VoIP to enhance the company’s insights into customer and market dynamics, improve competitiveness and drive performance.

Using NICE’s market leading interaction analytics solution, LENDING.com will be able to further exceed customer expectations by analyzing interactions companywide to identify trends, anticipate opportunities and adjust processes to meet customer focused business priorities.

“NICE Perform’s advanced interaction analytics provide us with a unique set of solutions that will enable our management team to track more closely and rapidly the wants and needs of our customers,” said Carrie Kelleher of LENDING.com. “At LENDING.com we believe customers are relationships. We work hard to give our customers full choice and control over their financial decisions. NICE’s solution will provide us with fresh insights into the real-time requirements and expectations of our customers and help us to respond and adapt quickly to their needs.”

Teleperformance Netherlands Adapts NICE SmartCenter™ by Moving to NICE Perform® and Adding IEX® TotalView®

With NICE SmartCenter, Teleperformance will be able to manage its contact center in a more insightful and proactive manner and take action at the right time. Furthermore, leveraging the synergies NICE Perform with IEX TotalView in the Netherlands centers will enable Teleperformance to better link its customer interactions with its planning and management processes and more closely align quality management and workforce management functions.

“Teleperformance continues to enjoy a strong relationship with NICE,” said Christian Pijnenborgh, operational manager for Teleperformance Netherlands. “NICE has a holistic approach to managing contact centers and improving business performance, which is well-aligned with our contact center goals. After a thorough evaluation, we found that IEX TotalView from NICE could bring us the advanced multiskill and multisite capabilities we need to effectively manage our complex environment. By combining IEX TotalView with NICE Perform, we’ll be able to take advantage of the benefits of NICE SmartCenter.”

Brazil’s Contax Expands to NICE Perform® VoIP to Extract Insights from Customer Interactions

Contax, a leading provider of contact center services in Brazil, has selected NICE Perform® for three of its contact centers, for 4000 agents. NICE Perform will be deployed in the pure VoIP environment in each of the three sites.

“We are excited to strengthen our relationship with NICE and expand our implementing to include NICE Perform in our VoIP environment,” said Alexandre Martins, Director of IT and Services at Contax. “We believe that with NICE Perform we will be able to improve efficiency, effectiveness and quality of customer service in our VoIP contact centers.”

Australia’s Child Support Agency to Implement NICE Perform® Adaptive Interaction Analytics Solutions in 14 Sites for 3,300 Agents

Australia’s Child Support Agency (CSA) has selected NICE Perform® Adaptive Interaction Analytics and will implement it in 14 sites with 3,300 agents. The solutions will be used to improve customer service levels, dispute resolution and operational efficiency.

NICE solution was chosen by the CSA to improve quality of service for parents, and to improve dispute resolution capabilities. Through its adaptive interaction analytics capabilities NICE Perform will enable CSA to identify the reasons for calls and the topics covered. It will also provide the ability to identify high-risk scenarios for improving dispute resolution.