News : Global BPO Chooses NICE’s AI-Powered Nexidia Analytics Solution
Hoboken, NJ, USA, Oct 24 , 2017 -- NICE announced that business process outsourcer iEnergizer is implementing Nexidia Analytics to improve both regulatory compliance and customer service.
iEnergizer, an international BPO primarily working out of India and serving six continents, provides customer relations management and back office outsourcing for companies in the banking, healthcare, financial services, gaming, publishing and legal consulting sectors.
iEnergizer sought a solution to ensure agent adherence and reduce compliance costs. As a long-standing NICE customer, the company naturally turned to NICE for its analytics solution , which delivers automatically generated in-depth insights into customer and agent behavior based on speech and text interactions.
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In addition to regulatory adherence, iEnergizer is using the analytics solution to help clients ensure that they are consistently meeting service level expectations, leading to higher customer satisfaction, loyalty, and long-term retention. The insights gleaned from NICE Nexidia Analytics also play an important role in maintaining an engaged workforce by helping agents improve their skill set, meet key performance indicators, and reduce attrition.
Adarsh Kumar, Chief Operating Officer of iEnergizer:
"iEnergizer’s adoption of the Nexidia Analytics solution is a proactive investment in value creation for our customers. We selected NICE based on our past success with the company, as well as our belief that NICE stands out among its peers in the industry both in terms of its business strategy and strength of offering in the analytics space. Thanks to our partnership with NICE, we are proud to be an early adopter of interaction analytics solutions in India."
Darren Rushworth, president, NICE APAC:
"We are pleased to deepen our partnership with iEnergizer, a market leader that is helping organizations reinvent their customer service and achieve maximum business value with the help of NICE’s customer experience solutions. Our Nexidia Analytics solution, based on AI-powered speech recognition technology, delivers ‘analytics with no limits.’ The solution offers unparalleled accuracy and scalability, allowing organizations across verticals to analyze huge volumes of customer data and take action to improve operations and remain compliant."
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.
Published: Thursday, October 26, 2017
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