June 4, 2013
today announced that Agero, a leading provider of roadside assistance, connected vehicle services and claims management, has selected NICE Real-Time Service Optimization to provide an advanced level of customer response to complicated customer interactions often involving mobile emergencies.
Agero's network of six North American contact centers must quickly respond to a wide array of requests from mobile customers often in situations of distress. The NICE solution will enable the company to analyze these multifaceted customer interactions and apply next-best-action recommendations in the form of
for agents, based upon multiple situational factors.
Process automation, including automated procedures for data entry and recording, allows agents to focus on the customer's needs, rather than on desktop complexities, to accelerate the dispatch of responders. When a customer calls an Agero contact center for roadside assistance, for example, the agent's desktop screen will immediately display the specific caller's coverage, what services are currently available, and how to file any appropriate claims.
"We respond to over 12 million vehicle owner requests annually and virtually all of them are time sensitive, so we are always searching for new technologies that speed up and improve the provision of help to the customer," said
, Agero vice president of Contact Center Operations. "The NICE solution gives us a tool to push our response capabilities to new levels of customer satisfaction."
"An important element in providing outstanding customer service today is to simplify how an organization addresses an interaction with a customer," said
, President of NICE Americas. "The fact that our solution was chosen in a rigorous selection process further testifies to our ability to help Agero achieve these goals and maintain a competitive edge in the industry."