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NICE SmartCenter To Improve Customer Service For US Utility Ra’anana, Israel - December 01, 2008 - NICE Systems (NASDAQ: NICE), a global provider of advanced solutions that enable organizations to extract Insight from Interactions to drive performance, today announced that Atlanta-based Southern Company, a U.S. electricity company, has expanded its strategic implementation of NICE SmartCenter in order to create a more integrated, comprehensive contact center technology environment. Southern Company will replace competing recording and quality management solutions, and will also add screen content analytics. Southern Company is a long-time user of NICE’s workforce management solution, IEX TotalView, and will now expand its NICE environment to help improve agent performance and deliver the highest quality of customer service possible to the company’s over 4 million customers. 
"This strategic implementation of the NICE solutions presents an opportunity for Southern Company to upgrade to the most robust, comprehensive solution, which will enable us to improve the process of managing agents and their interactions with customers," said Harvey Ellis, Call Center Operations Support Manager, Southern Company. "We have been using NICE’s workforce management solution successfully for ten years, so it was completely natural to make NICE SmartCenter the standard across our contact centers." "We see leading companies across an array of industries looking to improve customer service and operational efficiency," said Eran Gorev, Chief Business Officer, NICE Systems Inc. "By choosing to expand their implementation of NICE SmartCenter, Southern Company is demonstrating its drive to provide the level of quality service that customers expect from an industry leader, while operating in a more efficient and comprehensive manner." NICE is a provider of Insight from Interactions, based on advanced content analytics - of telephony, web, radio and video communications. NICE solutions improve business and operational performance, as well as security. NICE products and solutions are used in contact centers, financial institutions, air traffic control sites, CCTV (closed circuit television) security installations and government markets.
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