November 5, 2012
NICE Systems (NASDAQ: NICE)
announced today that it is implementing its Real-Time Analytics and Guidance solutions at Cablevisión
, the largest cable TV company in the country and one of the largest in
, to modernize its customer service center of more than 1,000 agents.
By implementing the solution, the company aims to improve its relationship with customers, increase new net revenue, and promote customer acquisition. The service provider also aims to increase sales of current products while at the same time enhancing agent productivity and operational efficiency. The suite of solutions includes NICE's
real-time Speech Analytics
Cablevisión offers subscription TV and Internet through a single network to over 3.5 million customers.
"We are evolving our contact center with the goal of increasing customer satisfaction and operational efficiency, and reducing operational costs," said
, Customer Care Manager at Cablevisión
. "We expect to achieve a significant return on investment in under 10 months by meeting our goals of a six-percent reduction in average handle time on calls and a seven-percent increase in first-call resolution."
"We are excited to deliver innovative solutions in a market that demands real-time action for real-time challenges," said
, President of NICE Americas. "This project reinforces NICE's commitment to creating industry-leading technologies that help companies shape interactions as they happen and impact the Decisive Moment™."
Cablevisión is the largest company for Cable TV in
and one of the largest in
. It has become one of the leading telecommunications companies in the region, offering subscription TV service, Internet and Telephony through a single network. Cablevision currently has over 3.5 million customers and Fibertel has over 1.3 million customers.
NICE (NASDAQ: NICE) is the worldwide leader of software solutions that deliver strategic insights by capturing and analyzing mass quantities of structured and unstructured data in real time from multiple sources, including phone calls, mobile apps, e-mails, chat, social media, and video. NICE's solutions enable organizations to take the Next-Best-Action to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.
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