News : Orange Poland Transforms its Customer Service With NICE
Hoboken, NJ, USA, Jan 4, 2017 -- NICE (Nasdaq:NICE) announced that NICE speech and desktop analytics solutions, as well as Real Time Process Optimization, have been recently implemented by telecommunications provider Orange Poland to improve its contact center and back office productivity.
Orange Poland began its current service enhancement initiative by upgrading its NICE Call Recording and Quality Management applications, as well as expanding its portfolio of implemented NICE solutions to include: Interaction Analytics (including speech analytics identifying 30 distinct categories of customer calls); Real-Time Activity Monitoring (for desktop analytics at all managerial levels); and Real Time Process Optimization (providing both analytics and workflow automation).
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"We were very pleased to see almost immediate results, as NICE’s analytics and optimization tools have enabled us to operate more efficiently and gain deeper insights into our service operation while achieving significant cost savings," said Jolanta Dudek, Board Member responsible for Customer Relations of Orange Poland. "Over the years, the NICE team has proven to be a trusted partner, and their solutions deliver real value."
According to John O’Hara, NICE EMEA president, "High-level executive support for the initiative, as well as close cooperation between the Orange Poland team, NICE CX Consulting, and our local implementation partner, CCSoft, made the large and complex transformation project possible." O’Hara added that "discipline and focus allowed us to help Orange Poland improve interaction quality and create a perfect experience for their customers. And that is also how NICE analytics solutions were able to deliver tangible business benefits within three months of the start of the project."
#contactcenterworld, @NICELtd, @orange_polska
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.
About Orange Polska SA:
Orange Polska is a Polish telecommunications provider established in December 1991. It is a public company traded on the Warsaw Stock Exchange, with a controlling stake owned by Orange S.A., the latter controlling over 50% of this stake by 2002.
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