Idearc Media Dials Into NICE SmartCenter

Idearc Media, home to Superpages.com and publisher of the Verizon Yellow Pages, will expand its NICE environment by deploying NICE SmartCenter solutions, including Adaptive Interaction Analytics, Customer Feedback and Performance Management.   

Idearc Media will use NICE SmartCenter solutions to continue improving overall customer service. NICE’s Adaptive Interaction Analytics will allow Idearc Media to analyze large amounts of call data to gather business intelligence about its customers, predict behavior and drive strategic decisions and actions.

The NICE Customer Feedback solution will improve surveying capabilities and link results to process and service improvements. NICE’s Performance Management solution provides strategic performance metrics in a single, consolidated view. Idearc will receive performance scorecards which are based on predefined performance criteria, thresholds and targets, enabling key performance indicator-based management.