CallSource Selects NICE’s Interaction Analytics

CallSource, a U.S. provider of call tracking, performance evaluation, and training services, selected NICE Systems’ Interaction Analytics solution, which is part of the NICE SmartCenter, to help enhance sales and marketing effectiveness, capture additional sales opportunities, improve customer service, and increase customer retention rates.

CallSource serves the automotive, multifamily housing, publishing, and advertising markets, plus thousands of businesses across diverse industries, and manages more than 8 million phone leads each month for hundreds of thousands of advertisers. Interaction Analytics from NICE will enable it to perform a mass-analysis of its clients’ customer call content, as well as automatic call categorization, trending, and root cause analysis.

The NICE solution will categorize recorded customer interactions according to different criteria, a specific advertising campaign, or analysis type, such as customer satisfaction levels or occupancy and tenant retention, for the multifamily housing industry. Next, trends will be mapped graphically to reveal whether there was an increase or decrease in call type or in satisfaction levels. Finally, root-cause analysis reports will be generated to provide CallSource’s business analysts with an understanding of what went wrong, or right, and why.

This approach will enable CallSource to automatically identify clients’ key business issues, prioritize them, and ultimately provide comprehensive, reliable recommendations to the required corrective action.

"We selected NICE’s Interaction Analytics solution over the competition because it was the best solution to meet our business requirements," said Jerry Feldman, Call Source’s CEO. "It is the most comprehensive and flexible solution that we evaluated, uniquely enabling us to make changes in the system, on-the-fly, based on the different and changing needs of our varied customer base."

CallSource tracks nearly 500,000 advertisements and 8 million phone calls every month.