DIRECTV Expands its NICE SmartCenter Environment

Satellite TV provider DIRECTV has expanded its NICE SmartCenter environment to include the NICE Adaptive Interaction Analytics solution across its five contact center sites. DIRECTV was already using interactions capture, quality management, and workforce management solutions from NICE Systems’ SmartCenter suite.

DIRECTV selected NICE’s adaptive interaction analytics to improve cross-sell/upsell of value-added services such as DIRECTV HD, Premium Channels, and sports packages. The NICE solution will support this goal by providing insights into customer behavior that uncover revenue-driving opportunities.

NICE’s adaptive interaction analytics will help optimize DIRECTV’s average handling times by correlating particularly long calls to call topics, with a view to identifying root cause, uncovering agent knowledge gaps, and driving best practices.