News : Celcom Axiata Adopts NICE Voice of the Customer Platform
Kuala Lumpur, Malaysia, Sept 11, 2015 -- NICE Systems has deployed its Voice of the Customer Solution at Malaysian mobile operator Celcom Axiata. NICE says Celcom has significantly improved its customer satisfaction since implementing the NICE Fizzback platform in November 2014.
Throughout its retail branches, Celcom's NPS (net promoter score) has increased, while its contact center operations have seen an NPS improvement, NICE says.
The NICE Voice of the Customer solution allows the company to make strategic decisions based on the analysis of large amounts of customer data. It also provides managers and frontline employees with visibility and helps them take immediate action to prevent customer churn.
Posted by Veronica Silva Cusi, news correspondent
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About NICE Systems:
NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
Celcom Axiata Berhad, formerly Celcom (Malaysia) Berhad, is a subsidiary of Axiata Group Berhad. Celcom Axiata Berhad provides mobile communication services for customers in Malaysia. It offers voice, mobile broadband and email, roaming, and IDD services, as well as telemetry and fixed wireless desk phone solutions. The company also provides a unified messaging service that allows users to view a fax message via Web; and AirCash services, which provide instant access to money via client’s mobile phone.
Published: Wednesday, September 16, 2015