Alibaba.com Selects NICE Systems for its VoIP Contact Centers
NICE Systems today announced that Chinese e-commerce giant Alibaba.com has placed an initial order for NICE SmartCenter solutions for two of its VoIP contact centers. The NICE solution will provide Alibaba.com with a comprehensive quality management solution for improving customer service agent performance, training effectiveness, and customer satisfaction.
The flagship of the Alibaba Group, Alibaba.com offers business-to-business service that connects millions of buyers and suppliers from around the world through three marketplaces: an English-language marketplace (alibaba.com) for global importers and exporters, a Chinese-language marketplace (alibaba.com.cn) for domestic trade in China, and, through a joint venture, a Japanese-language marketplace (alibaba.co.jp) facilitating trade to and from Japan. Together, its marketplaces form a community of 36 million registered users from more than 240 countries and regions. Headquartered in Hangzhou, Alibaba.com has offices in more than 30 cities across mainland China as well as in Taiwan, Hong Kong, Europe, and the United States.
NICE SmartCenter will provide Alibaba.com contact center supervisors with precision quality management to ensure customer satisfaction and foster customer loyalty. It will enable supervisors to proactively evaluate and improve the quality of service provided to customers calling about Alibaba.com’s services and for technical support. By targeting key calls as well as correlating them with agent screen activity, supervisors will be able to more accurately identify how agent behaviors are impacting quality of service, and develop programs for performance improvement where needed.
“NICE SmartCenter will provide us the ability to enhance customer satisfaction and drive comprehensive business performance improvements," said Andy Li, vice president of Alibaba.com. "We are committed to providing outstanding customer service, and believe that with the NICE solution we will be able to better understand and satisfy the expectations and requirements of our customers, while improving operational efficiency.”
“We are very happy to have been chosen by Alibaba.com, a leading global e-commerce company,” said Doron Ben-Sira, president of NICE APAC. “This illustrates our leadership in providing the most advanced set of contact center solutions and demonstrates the key role we play in helping organizations all over the world further enhance their performance.”