Russian Telecom to Enhance NICE Systems Implementation
Leading Russian telecom VimpelCom will be expanding its use of solutions from NICE Systems by adding several IP-based contact centers, bringing it to a total of 13. The NICE solution, with a unique Russian interface, will be used to enhance the service provided to VimpelCom’s customers across Russia, Kazakhstan, Ukraine, Uzbekistan, and Armenia.
VimpelCom is a multibillion dollar company that provides telecommunications services, fixed-line, wireless, and Internet and integrated telecommunications services under the Bee-Line brand name. It also provides value-added services, including infotainment, mobile Internet, voice mail, short messaging service, multimedia messaging service, caller identification, call waiting, and data transmission, among others.
NICE will enable VimpelCom’s contact center supervisors to proactively evaluate and improve the quality of service provided to customers calling about VimpelCom’s range of wireless, fixed, broadband voice and data services. 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 so they can develop programs for sharing best practices as well as programs for performance improvement where needed.
“Our experience with NICE’s solutions in Russia made them the clear favorite for further enhancing our capabilities in our contact centers,” said Leonid Kramarenko, customer service director at VimpelCom. “With the increased familiarity of the Russian and CIS consumer with mobile phone services, even well-known brand-names such as our Bee-Line require top customer care to reduce attrition and find new ways to extract insights that can help us expand market share and reduce costs. NICE provides the ideal solution.”
“VimpelCom’s decision to enhance its NICE environment underlines NICE’s ongoing commitment to providing the most advanced solutions to telecommunication companies worldwide,” said Tamir Ginat, president of NICE Systems EMEA. “With a unique capability of uncovering customer wants and needs, as well as the level of service agents are providing, NICE’s solutions are enabling telecoms all over the world to increase their odds of success in a fiercely competitive market, by helping to decrease churn and increase average revenue per user.”
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