NICE Gains Romania’s Leading Telco as New Customer
NICE Systems has gained one of Romania’s leading telecommunications companies, Romtelecom, as a new customer in a deal for NICE SmartCenter at its contact centers. The NICE solution will enable Romtelecom to leverage the synergies of its call recording, quality management, workforce management, and performance management solutions to improve customer service levels and operational efficiency.
Facing fierce market competition and growing call volume at their contact centers, Romtelecom made the goal of increasing customer satisfaction a key priority through a program called “Customer 1st”. Using NICE’s comprehensive contact center solution will enable Romtelecom to improve the quality of service provided to their approximately 4 million customers calling about Romtelecom’s advanced communications products and services.
“After considering a number of standalone solutions, we concluded that adopting one unified and comprehensive solution for all of our contacts centers was the best approach for providing both improved service for our customers and increased operational efficiency throughout the organization,” said Simona Trofin, customer management director at Romtelecom. “The comprehensive NICE SmartCenter solution fills this role, delivering the most complete and advanced capabilities to meet all of our needs, including regional support services during the implementation phase.”
The NICE solution features the integration of call recording, quality management, workforce management, and performance management solutions, all designed to dramatically improve service levels and increase caller satisfaction. By targeting key calls, contact center supervisors will more accurately be able to identify how agent behaviors are impacting quality of service so they can develop programs for sharing best practices as well as programs for performance improvement where needed. Using NICE’s workforce management offering, supervisors will now be able to schedule their more than 1,000 agents working in a complex, multi-skilled and multi-site environment, while ensuring that service levels adhere to the company’s goals. Furthermore, with NICE’s performance management solution, Key Performance Indicators can be defined for agent, group, or contact center activities that are correlated with operational and strategic business performance goals.
“We are pleased to have been chosen by Romtelecom, one of the leading telecommunications companies in Romania,” said Tamir Ginat, President of NICE EMEA. “This win illustrates NICE’s leadership position providing the most advanced set of contact center performance solutions, and demonstrates the key role we play in helping organizations worldwide further enhance their business performance.”