BB&T, a US-based financial-holding company, has selected NICE SmartCenter suite to improve customer service provided by its contact center agents. NICE SmartCenter is a suite of pre-packaged business solutions that address specific business issues, powered by functional components spanning call recording, quality management, multi-channel interaction analytics, workforce management and performance management.
According to Nice Systems, the business solutions address interactions across a variety of channels, from audio, email and chat to social media and text messaging, and include nine packaged offerings such as customer churn reduction, sales effectiveness, customer experience, marketing effectiveness, collections optimization, quality optimization, first call resolution optimization, average handle time optimization, and compliance management.
In addition, these solutions can be deployed on premise, in a hosted model, or via a managed service, and can be implemented standalone or integrated with customer relationship management and business intelligence.
Yochai Rozenblat, president of Nice Americas, said: Nice leads the market in helping financial services companies build enduring and profitable customer relationships, while reducing costs. The selection of Nice by BB&T confirms this longstanding leadership in providing advanced solutions for achieving regulatory compliance, reducing costs, and improving operational efficiency and customer satisfaction.”
NICE Systems is a provider of insight from interactions solutions and value-added services, powered by analytics of unstructured multimedia content.
