Brazil’s Contax Expands to NICE
Perform® VoIP to Extract Insights from Customer Interactions
Leading outsourcer to improve contact center performance
in 3 sites for 4,000 agents
NICE Systems (NASDAQ: NICE), a leading global provider of advanced
solutions that enable organizations to extract Insight from
Interactions™ to drive performance, today announced that Contax,
a leading provider of contact center services in Brazil, has placed
an order to expand to NICE Perform® in three of its contact centers,
for 4000 agents. NICE Perform will be deployed in the pure VoIP
environment in each of the three sites.
With NICE Perform Contax supervisors can go beyond traditional
call recordings and quality management to proactively identify
and reliably evaluate the quality of service provided to customers.
They can target key calls and evaluate how well agents handle the
call process as compared to key performance indicators (KPIs).
By generating insight from their customer interactions, the
organization will increase customer loyalty, reduce churn and
improve overall business performance.
NICE Perform VoIP provides organizations, software-only,
scalable VoIP solutions that are certified by the world’s leading
VoIP switch vendors, addressing small-scale to large, multi-site
high-end environments. NICE’s field-proven, VoIP solutions for
contact centers, financial institutions and regulatory-compliant
enterprises assure seamless business continuity and investment
protection.
"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."
"We are happy that Contax has decided to implement
NICE Perform," said Eran Gorev, President and CEO, NICE
Systems Inc. "This reflects once more the strategic
value-add NICE Perform brings to our customers in
improving performance on all levels, agent, supervisor,
and the contact center business. It also reflects NICE’s
leadership in bringing innovative solutions to VoIP contact
centers. Contax joins the ever growing list of customers in
leading the way of moving the contact center to the heart
of the enterprise."
About Contax
Contax is the largest contact center provider in Brazil.
It specializes in the design, implementation, and operation
of complex contact centers, in order to help clients improve
their customer relationships and maximize the value they
provide to their customers. Contax´s clients include many
of Brazil’s largest companies in the telecommunications,
financial services, utilities and Internet sectors.
In December, 2006 served 58 clients, had 49,132 employees
and operated 22,407 workstations distributed throughout
18 contact centers in Brazil. Contax´s services are designed
to enhance the quality of customer interaction at all stages
of the customer lifecycle, from identifying and acquiring new
customers through providing information and customer services,
rendering technical support, customer retention and debt
collection. More information is available at
http://www.contax.com.br.
About NICE
For more information
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