Contact Center Outsourcer Telexpress Uses NICE Systems to Reduce Agent Turnover to 5%.Business Editors/High-Tech Writers RA'ANANA, Israel--(BUSINESS WIRE)--Aug. 6, 2003 NICE Systems (Nasdaq:NICE), a worldwide leader of multimedia recording solutions, applications and related professional services (job) professional services - A department of a supplier providing consultancy and programming manpower for the supplier's products. for business interaction management, today announced that Telexpress, a Taiwanese contact center outsourcer, has increased the quality of their service and the level of customer satisfaction while reducing their agent turnover rate to 5% after implementing NiceUniverse(R). NiceUniverse provides a fair and precise quality measurement of customer service representatives' performance that is used for coaching and as a baseline for incentive programs. This 300 seat contact center handles 40,000 - 50,000 calls per day for their financial services, insurance, telecommunications, health care products, logistics, and postal services customers. "We differentiate ourselves by continuously employing innovative technology to create and integrate business intelligence with our best practices to boost contact center performance," commented Business Development Director Andy Hou with Telexpress. "By using NiceUniverse we can reduce our overall operating costs while meeting our mission to promote customer loyalty and lifetime customer value." NiceUniverse is fully integrated with Telexpress' client CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. applications enabling calls to be retrieved by Customer ID or other customer data. This capability provides Telexpress with a unique competitive advantage over other contact center outsourcers. Post sales support and service is provided by NICE's local partner -- LANcom Technologies Inc. LANcom has delivered NICE quality management solutions to financial and contact center markets since 1997 and currently has more than 100 reference sites in Taiwan. "Telexpress' clientele consists mainly of world-class premium brand enterprises that demand the best technology has to offer," commented Doron Ben-Sira, President at NICE APAC APAC Australian Partnership for Advanced Computing APAC Agricultural Policy Analysis Center APAC Asia and Pacific APAC Asian Pacific American Coalition APAC Adapted Physical Activity Council (American Alliance for Health) . "We are very gratified grat·i·fy tr.v. grat·i·fied, grat·i·fy·ing, grat·i·fies 1. To please or satisfy: His achievement gratified his father. See Synonyms at please. 2. to be part of their success." About NICE NICE Systems (Nasdaq:NICE) headquartered in Ra'anana, Israel, is a worldwide leader of multimedia digital recording solutions, applications and related professional services for business interaction management. NICE products and solutions are used in contact centers, trading floors, air traffic control (ATC ATC Air Traffic Control ATC Average Total Cost ATC Certified Athletic Trainer ATC At the Center (Hartford, Maine retreat center) ATC Applied Technology Council ATC All Things Considered ) sites, CCTV CCTV abbr. closed-circuit television CCTV closed-circuit television (closed circuit television) security installations and government markets. NICE's synergistic technology platform enables customers to capture, evaluate and analyze business interactions in order to improve business processes and gain competitive advantage. NICE's subsidiaries and local offices are based in the United States, Germany, United Kingdom, France and Hong Kong. The company operates in more than 100 countries through a network of partners and distributors. NICE's worldwide clients include: ABN Amro, Bank of England Bank of England, central bank and note-issuing institution of Great Britain. Popularly known as the Old Lady of Threadneedle Street, its main office stands on the street of that name in London. , Boston Communications, Compaq Computer Corporation (company) Compaq Computer Corporation - The largest US manufacturer and vendor of IBM PC compatible personal computers and servers. Compaq was started in 1982 by three ex-Texas Instruments employees. Quarterly sales $2499M, profits $210M (Aug 1994). http://compaq.com/. , Deutsche Bank, Dresdner Bank, Emeraude Group, US Federal Aviation Administration Federal Aviation Administration (FAA), component of the U.S. Department of Transportation that sets standards for the air-worthiness of all civilian aircraft, inspects and licenses them, and regulates civilian and military air traffic through its air traffic control , Hong Kong Airport, Japan Ministry of Transport, Los Angeles Police Department "LAPD" and "L.A.P.D." redirect here. For other uses, see LAPD (disambiguation).  This article or section is written like an . , MicroAge Teleservices, NAV Canada, New York Police New York Police may refer to:
SNT Scalable Network Technologies, Inc. SNT Syntrophin SNT Serial Number Tracking SNT Surgical Navigation Technologies (Medtronic) SNT Serum Neutralization Test Group, Software Spectrum and Sydney Airport. Trademark Note: 360 Degree View, Agent@home, Big Picture Technology, Executive Connect, Executive Insight (a), Experience Your Customer, Investigator, Lasting Loyalty, Listen Learn Lead, MEGACORDER, Mirra, My Universe, NICE, NiceAdvantage, NICE Analyzer, NiceCall, NiceCLS, NiceCMS, NICE Feedback, NiceFix, NiceGuard, NICE Learning, NICE Link, NiceLog, ScreenSense, NiceScreen, NiceSoft, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse LIVE, NiceVision, NiceVision Harmony, NiceVision Mobile, NiceVision Pro, NiceVision Virtual, NiceWatch, Renaissance, Secure Your Vision, Tienna, Wordnet and other product names and services mentioned herein are trademarks and registered trademarks of NICE Systems Ltd. All other registered and unregistered trademarks are the property of their respective owners. (a) In Australia only This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act The Private Securities Litigation Reform Act of 1995 (PSLRA) implemented several significant substantive changes affecting certain cases brought under the federal securities laws, including changes related to pleading, discovery, liability, class representation and awards fees and of 1995. Such statements are based on the current expectations of the management of NICE Systems Ltd. (the Company) only, and are subject to a number of risk factors and uncertainties, including but not limited to 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, which could cause the actual results or performance of the Company to differ materially from those described therein. We undertake no obligation to update these forward-looking statements. 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. |
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