NICE solutions have led to 25% increase in upsell offers
NICE Systems (NASDAQ: NICE) today announced that Asurion, the
connected life services company, has successfully deployed NICE
Real-Time solutions across multiple lines of business.
Among the impressive results Asurion achieved since implementing NICE’s
solutions are:
-
25% increase in upsell offer rates
-
80% more sales by agents using the real-time guidance pop-ups than
those who don’t
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Improved Associate performance, proficiency and satisfaction through
real time guidance and automation utilization
-
Reduction of one-half full-time equivalent (FTE) in agent benefit
management
-
Stronger customer relationships due to improved reporting on consumer
concerns
Asurion uses NICE Real-Time suite of solutions for:
NICE
Real-Time Process Optimization —
presents agents with a guidance pop-up during technical calls, showing
the customer's current coverage and an offer to increase to a higher
level of service; and reduces average handle time (AHT) by consolidating
complex document filing and issuing into a one-click process
NICE
Real-Time Activity Monitoring — identifies when a desktop process
starts and ends, and monitors activities in between to uncover process
bottlenecks and agents’ counterproductive habits
Asurion has been working with NICE for over three years. The company is
also using NICE IEX Workforce Management and Performance Management
platforms.
Aaron Feinberg, Senior Director of Customer Solutions, Asurion:
“Reducing the amount of time we spend on calls ultimately means better
customer service. NICE has been a strong partner with us for a number of
years, and the open lines of communication between NICE and our
dedicated internal group mean that we have the focus, expertise, and
ability to be agile.”
Miki Migdal, President, NICE Enterprise Product Group:
“By improving the efficiency of their contact centers and promoting
revenue-generating opportunities, NICE’s Real-Time Impact solutions have
reduced expenses, helping to increase Asurion’s bottom line. We are
pleased that they are benefitting from our ground-breaking solutions and
that our solutions are enabling them to deliver excellent customer
service.”
About NICE Systems
NICE Systems (NASDAQ: NICE) is the worldwide leading provider of
enterprise software solutions that empower organizations to make smarter
decisions based on advanced analytics of structured and unstructured
data. NICE solutions help the world’s largest organizations deliver
better customer service, ensure compliance, combat fraud and safeguard
citizens. Over 25,000 organizations in more than 150 countries,
including over 80 of the Fortune 100 companies, are using NICE
solutions. www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Systems. All other marks are trademarks of
their respective owners. For a full list of NICE Systems' marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking Statements
This press release contains forward-looking statements as that term
is defined in the Private Securities Litigation Reform Act of 1995. Such
forward-looking statements, including those by Mr. Migdal, are based on
the current beliefs, expectations and assumptions of the management of
NICE-Systems Ltd. (the Company). In some cases, such forward-looking
statements can be identified by terms such as believe, expect, may,
will, intend, project, plan, estimate or similar words. Forward-looking
statements are subject to a number of risks and uncertainties that could
cause the actual results or performance of the Company to differ
materially from those described herein, including but not limited to the
impact of the global economic environment on the Company’s customer base
(particularly financial services firms) potentially impacting our
business and financial condition; competition; changes in technology and
market requirements; decline in demand for the Company's products;
inability to timely develop and introduce new technologies, products and
applications; difficulties or delays in absorbing and integrating
acquired operations, products, technologies and personnel; loss of
market share; an inability to maintain certain marketing and
distribution arrangements; and the effect of newly enacted or modified
laws, regulation or standards on the Company and our products. For a
more detailed description of the risk factors and uncertainties
affecting the company, refer to the Company's reports filed from time to
time with the Securities and Exchange Commission, including the
Company’s Annual Report on Form 20-F. The forward-looking statements
contained in this press release are made as of the date of this press
release, and the Company undertakes no obligation to update or revise
them, except as required by law.
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