Published on 12 April, 2007
NICE Systems (NASDAQ: NICE), the global provider of advanced solutions that enable organisations to extract Insight from Interactions™ to drive performance, today announced that ADT, a unit of Tyco Fire and Security, has placed a multi-million dollar order for NICE Perform® to improve customer service, increase agent coaching effectiveness and efficiency, and gain a more holistic view of contact center performance. NICE Perform will be implemented at ADT's fourteen 24-hour centres, serving millions of customers.
ADT is the number one security company in America for 24/7 protection of home and family, where the critical nature of customer interactions requires uncompromising contact center efficiency, effectiveness and quality of service. ADT selected NICE Perform as part of an overall initiative to improve customer service, which ultimately helps ensure the safety and security of its customers and their homes.
ADT will also benefit from NICE Perform's unique Agent Coaching solution along with capabilities for cross-referencing results with inputs from agent screen analytics. This will provide supervisors with targeted tools for improving agent performance, decreasing attrition, and providing immediate feedback on agents' skills and compliance with procedures.
"ADT's quality team is very excited about the robust coaching and training features offered by NICE Perform," according to Jim Schwitter, National Director of Quality Assurance, ADT. "In an industry where customer safety depends on quality service, this technology has great potential to enhance the level of service we provide."
"We are delighted that ADT, an industry giant, selected NICE Perform to improve its contact center services and efficiency," said Eran Gorev, President and CEO, NICE Systems Inc. "This is another example of how NICE Perform is the premier choice for organizations which are looking to extract insights from their customer interactions to better understand the needs of their customers, and improve performance."