Teleperformance Deploys NICE SmartCenter Interaction Analytics in a Multi-Million Dollar Deal, to Harness Customer Dynamics to Improve Service Levels and Profitability

RA'ANANA, Israel, March 25 /PRNewswire-FirstCall/ -- NICE Systems Ltd. (Nasdaq: NICE), a leading global provider of advanced solutions that enable enterprises and security organizations to extract Insight from Interactions, transactions and surveillance to drive business performance, reduce risk and ensure safety, today announced that a leading UK outsourcer, Teleperformance has expanded its NICE SmartCenter deployment, in a multi-million dollar deal, by adding NICE Interaction Analytics business solutions to existing implementations of NICE call recording, quality management and workforce management. The NICE analytics-based solutions will help Teleperformance's clients gain a better understanding of their customers' needs to enhance customer experience and boost loyalty, while reducing operational costs. Teleperformance UK is part of Teleperformance Group, a leading global contact center outsourcer which is using NICE SmartCenter solutions at 13 sites throughout Europe, including the UK.  

Teleperformance, one of the UK's leading providers of outsourced contact center solutions, delivers services such as customer acquisition, back office, debt collection, and technical support to leading companies in the financial services, telecoms, utilities, and public sectors. With NICE SmartCenter, Teleperformance will capture customer interactions, analyze them to extract hidden insights, and apply those insights to impact and strengthen customer relationships, thus helping clients harness Customer Dynamics to generate business value.

"Every single customer interaction, including those that focus on customer service issues, is an opportunity – it's a chance to extend the customer lifecycle and increase value to our clients," said Rachel Robinson, Divisional Managing Director at Teleperformance UK.  "We decided to expand our implementation of NICE SmartCenter to its broad analytics offering to enable us to hone in on relevant and important calls so that we can immediately pinpoint issues that impact customer satisfaction as well as improve operational efficiency. In fact, during the pilot phase, it took us only one month to improve quality scores with a leading customer by nearly 13 percent."

“This sizeable expansion by Teleperformance, a leading European outsourcer and a longtime NICE customer, reflects the growing trend of companies coming to NICE to help them address their most strategic business issues,” said Udi Ziv, president of NICE Enterprise Product Group.  "One of the most pressing business issues is harnessing Customer Dynamics, the ongoing interchange between customers and organizations, which is rich, complex and difficult to manage, let alone manage well. NICE SmartCenter is the ideal solution suite to help companies harness Customer Dynamics by tapping into customer intent, attitudes and needs hidden in interactions, and turning this information into insight for optimizing every customer interaction across multiple channels. This enables companies to enhance the customer experience, increase profitability, mitigate risk, and improve operational efficiency."

Teleperformance will be implementing NICE Interaction Analytics, along with NICE Quality Optimizer, Customer Feedback and Desktop Analytics at the company's six UK sites.

About NICE SmartCenter

NICE SmartCenter is the premier solution suite for helping companies optimize Customer Dynamics, with unique capabilities for capturing customer and business intent, analyzing interactions and transactions for insight, and generating impact on the interaction and the business. NICE SmartCenter includes pre-packaged business solutions that address specific business issues, powered by best-in-class functional components spanning call recording, quality management, workforce management, cross-channel interaction analytics, including speech analytics, real-time guidance, and  performance management. The business solutions capture, analyze and impact customer interactions in real time, across a variety of channels, from audio, email and chat to social media and text messaging.  The solutions include nine packaged offerings: Customer Churn Reduction, Sales Effectiveness, Customer Experience, Marketing Effectiveness, Collections Optimization, Quality Optimization, First Contact Resolution Optimization, Average Handle Time Optimization, and Compliance Management.  These solutions can be deployed on premise, in a hosted model, or via a managed service, and can be implemented stand-alone or fully integrated with customer relationship management and business intelligence solutions.

About NICE Systems

NICE Systems (Nasdaq: NICE) is the leading provider of Insight from Interactions solutions and value-added services, powered by advanced analytics of unstructured multimedia content – from telephony, web, radio and video communications. NICE's solutions address the needs of the enterprise and security markets, enabling organizations to operate in an insightful and proactive manner, and take immediate action to improve business and operational performance and ensure safety and security. NICE has over 24,000 customers in more than 150 countries, including more than 80 of the Fortune 100 companies. More information is available at http://www.nice.com.

Trademark Note: 360° View, Alpha, ACTIMIZE, Actimize logo, Customer Feedback, Dispatcher Assessment, Encorder, eNiceLink, Executive Connect, Executive Insight, FAST, FAST alpha Blue, FAST alpha Silver, FAST Video Security, Freedom, Freedom Connect, IEX, Interaction Capture Unit, Insight from Interactions, Investigator, Last Message Replay, Mirra, My Universe, NICE, NICE logo, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NICE Inform, NICE Learning, NiceLog, NICE Perform, NiceScreen, NICE SmartCenter, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse Compact, NiceVision, NiceVision Alto, NiceVision Analytics, NiceVision ControlCenter, NiceVision Digital, NiceVision Harmony, NiceVision Mobile, NiceVision Net, NiceVision NVSAT, NiceVision Pro, Performix, Playback Organizer, Renaissance, Scenario Replay, ScreenSense, Tienna, TotalNet, TotalView, Universe, Wordnet are trademarks and/or registered trademarks of NICE Systems Ltd. All other trademarks are the property of their respective owners.

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 the statements by Messr Tamir, are based on the current expectations of the management of NICE-Systems Ltd. (the Company) only, and 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) and the resulting uncertainties; 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; pressure on pricing resulting from competition; and inability to maintain certain marketing and distribution arrangements. 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.

SOURCE NICE Systems