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
Click Here or visit
www.nice.com. |
