HOBOKEN, N.J.--(BUSINESS WIRE)--NICE (Nasdaq:NICE) today announced that CSU, a leading Brazilian business process outsourcer and technology services provider, is adopting NICE’s cloud-based Nexidia Analytics solution to improve quality and efficiency throughout its contact centers. With omnichannel capabilities and automation, NICE is providing CSU comprehensive interaction analytics and a ten-fold improvement in efficiency with the service it provides for its customers.
CSU, with approximately 6,000 employees in five locations throughout Brazil, handles over 35 million interactions per year through its customer service outsourcing unit, CSU.Contact. The unit provides customized, innovative customer relationship solutions, with up to 80 people dedicated to quality assurance (QA) at all times.
Working with its local Brazilian partner, Telesul, NICE has automated key elements of CSU.Contact’s quality assurance processes. This includes automatic selection of customer contacts for each QA agent to handle, according to predefined criteria determined by CSU.Contact. Then, each QA form is automatically filled out with objective information by the Nexidia-based tools.
By reducing the QA team's manual tasks and using analytics-driven customer call selection, CSU saw a dramatic ten-fold increase in efficiency and a transformation of the entire QA process. Quality Assurance agents are now dedicating their time and attention to generating actionable business insights for CSU.Contact customers. These insights are further enriched by applying omnichannel analytics across customer interactions to improve real-time analysis and critical decision-making.
Ricardo Leite, CFO, IRO and CSU.Contact General Director:
“We
are pleased to work in partnership with NICE on optimizing our Insights
CSU.Contact and Bots CSU.Contact services. Together, we are perfecting a
service model that unites the very best in people and technology,
providing rapid analysis of large volumes of various types of customer
interactions across multiple channels. Our Quality Assurance teams are
able to provide more extensive services, and CSU is able to deliver
greater business insight and process improvement recommendations to our
customers.”
Yaron Hertz, president, NICE Americas:
“CSU.Contact is one
of NICE's most innovative clients and the first contact center in Latin
America to implement NICE’s Nexidia Analytics solution. This is the
latest indication of remote service providers, among more and more
companies in all industries, seeking to reinvent their customer service
and achieve their business objectives with analytics-driven process
optimization. NICE Analytics is meeting this demand with unprecedented
accuracy, automation and scalability, enabling enterprises to leverage
powerful insights gained from omnichannel interactions and ensure a
rapid ROI.”
About CSU Contact
CSU Contact, part of the CSU Group,
specializes in providing SAC, Billing, Sales, Back Office, Retention and
Customer Relationship services on an omnichannel platform. It operates
across several segments such as: Finance, Utilities, Industry,
Entertainment, Telecommunications, Services, Insurance, Retail and
Technology. Founded in 2000, CSU Contact is one of the largest service
companies in Brazil today. Using state-of-the-art technology and
financial robustness provided by the CSU Group, CSU Contact offers
complete solutions in Business Process Outsourcing (BPO) to its
customers, with customized business designs to help customers excel in
the areas of quality service delivery and people management in order to
achieve tangible results in their daily business operations.
About NICE
NICE (Nasdaq:NICE) is the worldwide leading
provider of both cloud and on-premises enterprise software solutions
that empower organizations to make smarter decisions based on advanced
analytics of structured and unstructured data. NICE helps organizations
of all sizes deliver better customer service, ensure compliance, combat
fraud and safeguard citizens. Over 25,000 organizations in more than 150
countries, including over 85 of the Fortune 100 companies, are using
NICE solutions. www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. All other marks are trademarks of their respective owners. For a full list of NICE’s marks, please see: www.nice.com/nice-trademarks.
Forward-Looking Statements
This press release
contains forward-looking statements as that term is defined in the
Private Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Hertz, are based on the
current beliefs, expectations and assumptions of the management of NICE
Ltd. (the Company). In some cases, such forward-looking statements can
be identified by terms such as believe, expect, may, will, intend,
project, plan, estimate or similar words. Forward-looking statements are
subject to a number of risks and uncertainties that could cause the
actual results or performance of the Company to differ materially from
those described herein, including but not limited to the impact of the
global economic environment on the Company’s customer base (particularly
financial services firms) potentially impacting our business and
financial condition; competition; 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; an inability to maintain certain marketing and
distribution arrangements; and the effect of newly enacted or modified
laws, regulation or standards on the Company and our products. 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, including the
Company’s Annual Report on Form 20-F. The forward-looking statements
contained in this press release are made as of the date of this press
release, and the Company undertakes no obligation to update or revise
them, except as required by law.
