February 19, 2013
NICE Systems (NASDAQ: NICE)
today announced that NICE Mobile Reach, a solution for
mobile customer service
, was selected for initial deployment by Movistar,
largest telecommunications operator and a brand of Telefónica
, one of the world's foremost international communications companies. The solution will serve as a bridge between Movistar's self-service mobile app and the contact center, engaging customers based on their intent, profile, and the context of the interaction. With NICE Mobile Reach, Movistar will increase customer engagement, improve customer satisfaction, and provide efficient and effective assisted service across channels.
NICE Mobile Reach
enables Movistar customers to seamlessly transition from the mobile app to assisted service with an agent. When a customer selects this option, all information about the customer's activities in the mobile application will be automatically transferred to the contact center and immediately displayed on the agent desktop. The Movistar agent will be able to use the interaction context to immediately start helping the customer in a highly personalized way. Multimedia collaboration options, such as image exchange, will further boost the quick and efficient resolution of the customer's issue, improving first contact resolution rates and increasing customer satisfaction.
"We believe that our outstanding customer service is a key differentiator in our market, and one way to strengthen our position is to make sure that our mobile application delivers a complete customer experience and resolution," said
, Director of CRM Technology at Movistar. "NICE Mobile Reach offers a unique, real-time connection between the self-service channel and the contact center, and will enable us to provide personalized and effective service to our mobile customers."
NICE's innovative offering will reduce the operator's service costs by lowering the average handle times (AHT) of assisted-service interactions and by reducing the volume of assisted interactions through increased first contact resolution (FCR). Improvement in these areas further enhances the overall customer experience. This is expected to help Movistar promote its mobile app since customers will view it as a highly attractive and relevant channel for addressing all of their service needs - whether this is fulfilled through self-service or assisted service.