NICE Systems, a provider of advanced solutions that enable organizations to extract Insight from Interactions(tm) to drive performance, has announced that ADT, a unit of Tyco Fire and Security, has placed a multi-million dollar order for NICE Perform(r) to improve customer service, increase agent coaching effectiveness and efficiency, and gain a more holistic view of contact center performance. NICE Perform will be implemented at ADTs fourteen 24-hour centers, serving millions of customers.
ADT is the number one security company in America for 24/7 protection of home and family, where the critical nature of customer interactions requires uncompromising contact center efficiency, effectiveness and quality of service. ADT selected NICE Perform as part of an overall
initiative to improve customer service, which ultimately helps ensure the safety and security of its customers and their homes.
ADT will also benefit from NICE Performs unique Agent Coaching solution along with capabilities for cross-referencing results with inputs from agent screen analytics. This will provide supervisors with targeted tools for improving agent performance, decreasing attrition, and providing immediate feedback on agents skills and compliance with
procedures.
For more information, please send your e-mails to swm@infothe.com.
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