NICE Advanced Analytics
and VoIP Solutions Implemented at First American Real
Estate Tax Service
Will enhance business and call center operational
efficiency, service, and increase revenues
NICE Systems (NASDAQ: NICE), the global provider of
advanced solutions that enable organizations to extract
Insight from Interactions™ to drive performance,
announced today that First American Real Estate Tax
Service, the premier provider of real property tax
services and information nationwide and a Fortune 500
Company, has chosen NICE Perform™, as part of its
program to improve customer service, customer loyalty
and revenues.
NICE Perform will be integrated into First American’s
Cisco Voice over Internet Protocol (VoIP) telephony
environment. The solution will help First American
improve service and customer retention by developing a
deeper understanding of its customers through the use of
advanced analytics, which allow users to extract
information from contact center interactions and
transform it into meaningful insights into customer
needs and desires as well as into operational issues
throughout the enterprise. The analytics features of
NICE Perform will also be used extensively for coaching,
training, and quality monitoring purposes, specifically
to identify calls where significant issues, phrases, or
words are mentioned, or an elevated level of emotion is
displayed by either the customer or the contact center
agent.
"First American is committed to providing outstanding
service to its customers, and implementing NICE Perform
will help our tax professionals uphold our high
standards of service in an industry where quality
service is a major competitive differentiator," said
Kyle Eddy, Director of Call Center Operations, First
American Real Estate Services. "We feel strongly that by
investing in technology such as NICE that will help us
better serve our customers, First American will see a
great return on that investment in terms of increased
customer loyalty and retention."
"By implementing NICE Perform, First American is
demonstrating its dedication to putting customers
first," said Eran Gorev, President and CEO, NICE Systems
Inc. "NICE Perform will help First American provide more
effective training to its agents, streamline very
complex transactions and processes, and respond to the
highly specific and unique demands of the mortgage
lending industry."
About First American Real Estate Tax Services
The First American Corporation (NYSE: FAF), a FORTUNE
500 company that traces its history to 1889, is
America’s largest provider of business information.
First American combines advanced analytics with its vast
data resources to supply businesses and consumers with
valuable information products to support the major
economic events of people’s lives, such as getting a
job, renting an apartment, buying a car or house,
securing a mortgage and opening or buying a business.
The First American Family of Companies, many of which
command leading market share positions in their
respective industries, operate within five primary
business segments, including: Title Insurance and
Services, Specialty Insurance, Mortgage Information,
Property Information, and Risk Mitigation and Business
Solutions. With revenues of $8.1 billion in 2005, First
American has approximately 2,100 offices throughout the
United States and abroad. More information about the
company and an archive of its press releases can be
found at
www.firstam.com.
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