GoDaddy Gets NICE with Growing Contact Center Operations

The Go Daddy Group, which includes domain name registrar and Web services provider GoDaddy.com, has chosen NICE Perform, part of the NICE SmartCenter solution, including its advanced interaction analytics.

NICE Perform will be deployed in three VoIP-based contact centers with more than 1,100 agents.  The solution will support the projected growth of Go Daddy’s contact centers and help improve operational efficiency and customer satisfaction. It will also enable Go Daddy to better understand the reasons behind customer calls, identify trends during periods of unusual call volume, optimize average handling time, uncover agent knowledge gaps, perform root cause analysis, and drive best practices.

"We selected NICE’s Interaction Analytics solution for its unique capabilities to make an impact on our business in key areas such as customer satisfaction, agent productivity, and first call resolution," Warren Adelman, Go Daddy’s president and chief operating officer, said in a statement.

Adaptive Interaction Analytics from NICE harness the power of interaction analytics with an automated, iterative, system self-learning solution. Adaptive Interaction Analytics provides a very high degree of accuracy and efficiency in a scalable solution that analyzes 100 percent of the interactions in a cost-effective manner. This capability leverages customer interactions to proactively identify trends, anticipate opportunities, adjust processes to meet business objectives and take action at the right-time.

"Go Daddy’s decision to employ adaptive interaction analytics is further evidence of the growing demand we’re seeing in the contact center business for solutions that enhance business performance," said Eran Gorev, president and CEO of NICE Systems.  "We are excited to support Go Daddy’s growing business and help them continuously enhance the customer experience."