Nice Perform The company markets the new Business Intelligence solution of Nice, which is adapted to the needs of each organization and to manage the quality of contact centers. Belltech , a provider of integrated communications solutions, mobile automation and local corporate and retail market, will begin marketing in Argentina, Chile and Peru's new Business Intelligence solution, Nice Perform. The new business solution is a fully integrated suite of solutions that offers innovative ways to obtain important information on interactions, enhancing performance in the contact center and the company.
NICE Perform provides multidimensional analysis of transactions, allowing to understand the intentions of the customers and market changes. content analysis are based on information that is derived from a variety of sources, including the search for spoken words, emotion detection, talk pattern analysis, customer research, call flow analysis, applied activities , business information and more.
Nice Perform is a product of Nice Systems, a company which represents Belltech in the region and which is established as global provider of solutions advanced to allow companies to extract the most relevant interactions with their customers. Nice has more than 15 000 customers in over 100 countries.
The new Business Intelligence solution addresses critical business factors facing managers in contact centers and general business, offering a view of business performance. Applying advanced content analysis, managers can better understand their customers and anticipate changes in the market enabling them to make wiser decisions and improve business performance. Among the key issues that Nice Perform the company provides are:
Provide a 360 ° Customer Experience with the organization. Classification
calls depending on the level of their importance, considering the key elements for the customer (waiting time before being attended to, silences, certain words, shouts, etc.).
stress level detection Client or Agent . Analysis
customer experience, hold, transfer, abandonment level, queue time, etc..
Customer Feedback - Customer satisfaction surveys immediately after the interaction.
Coaching Module to work on identified areas for improvement.
predefined reports quality business and customer statistics.
random recording for voice, mail, or data screens throughout the day
agent monitoring and recording in real time - view of agent status and selection line monitoring or recording on demand (ROD) from anywhere in the interaction. Location
requires more than 100 calls using your search criteria (by agent group, CTI data, words, customer feedback, DNIS or business data.)
"We are proud to add another product line of products that represent the company Nice for years" Rodney said Everard, CEO of Belltech. "The new business solution can provide our clients a comprehensive service solutions that are at the forefront of technology in the Latin American market," concludes the executive.
More information www.e-belltech.com