Globe Enhances Customer Experience by Giving Customers a Real Voice with NICE Solution
08 Septembre 2016 - 8:00AM
Business Wire
Adopting NICE Total Voice of the Customer,
Globe anchors its customer experience decisions in real-world data,
collected and analyzed when it counts
NICE (Nasdaq:NICE) today announced that Globe Telecom,
the leading mobile brand in the Philippines, is the first
telecommunications company in the nation to implement the NICE
Total Voice of the Customer (TVOC) solution. Globe, which made
customer satisfaction a keystone of its revitalized corporate
strategy, has steadily improved on its customer experience
capabilities.
Deployed across seven of the company’s customer-facing
touchpoints (including the contact center, retail centers,
self-service points, outbound calls, and more), NICE TVOC combines
instant solicited feedback with sophisticated interaction analytics
for deep insight into the drivers of customer satisfaction. This
improved visibility into the customer journey has given Globe the
ability to take immediate action for recovery, when necessary, as
well as to identify best practices to be shared with all service
representatives.
As part of the company’s strategy of putting the customer first,
insights from the TVOC solution are being used to bring company
services in line with customer expectations. TVOC is the latest
addition to the portfolio of NICE enterprise solutions Globe has
implemented for comprehensive and effective service, including
applications for workforce management, interaction analytics and
quality optimization.
Rebecca Eclipse, Chief Customer Experience Officer at Globe
Telecom
“Globe chose to partner with NICE as part of our commitment to
provide superior customer experience. Seeing that telco is a very
dynamic space to be in, it is important for us get as much insight
as we can about our customers so we can engage them at their
‘moment of truth’ and deliver real impact. Eventually, this will be
our competitive edge, as we can quickly identify opportunities to
better serve our customers and immediately take action.”
Raghav Sahgal, President, NICE APAC
“We are proud to be partnering with Globe Telecom as it
continues its journey to creating a perfect customer experience.
Using the NICE Total Voice of the Customer solution, Globe is on a
strong path to bolstering its engagement with both employees and
customers in order to improve its customer experience leadership
and achieve significant business impact.”
About Globe Telecom
Globe Telecom is a leading full service telecommunications
company in the Philippines, serving the needs of consumers and
businesses across an entire suite of products and services
including mobile, fixed, broadband, data connections, internet and
managed services. Its principals are Ayala Corporation and
Singtel who are acknowledged industry leaders in the country and in
the region. For more information, visit
www.globe.com.ph. Follow Globe on Twitter:
http://twitter.com/talk2Globe and Facebook:
http://facebook.com/GlobePH.
About NICE
NICE (Nasdaq:NICE) is the worldwide leading provider of
enterprise software solutions that empower organizations to make
smarter decisions based on advanced analytics of structured and
unstructured data. NICE solutions help the world’s largest
organizations deliver better customer service, ensure compliance,
combat fraud and safeguard citizens. Over 25,000 organizations in
more than 150 countries, including over 80 of the Fortune 100
companies, are using NICE solutions. www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE. All other marks are trademarks of
their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking Statements
This press release contains forward-looking statements as that
term is defined in the Private Securities Litigation Reform Act of
1995. Such forward-looking statements, including the statements by
Mr. Sahgal, are based on the current beliefs, expectations and
assumptions of the management of NICE Ltd. (the Company). In some
cases, such forward-looking statements can be identified by terms
such as believe, expect, may, will, intend, project, plan, estimate
or similar words. Forward-looking statements are subject to a
number of risks and uncertainties that could cause the actual
results or performance of the Company to differ materially from
those described herein, including but not limited to the impact of
the global economic environment on the Company’s customer base
(particularly financial services firms) potentially impacting our
business and financial condition; competition; changes in
technology and market requirements; decline in demand for the
Company's products; inability to timely develop and introduce new
technologies, products and applications; difficulties or delays in
absorbing and integrating acquired operations, products,
technologies and personnel; loss of market share; an inability to
maintain certain marketing and distribution arrangements; and the
effect of newly enacted or modified laws, regulation or standards
on the Company and our products. For a more detailed description of
the risk factors and uncertainties affecting the company, refer to
the Company's reports filed from time to time with the Securities
and Exchange Commission, including the Company’s Annual Report on
Form 20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
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version on businesswire.com: http://www.businesswire.com/news/home/20160907006761/en/
Corporate Media ContactErik Snider, +1 877 245
7448erik.snider@nice.comorInvestorsMarty Cohen, +1 212 574
3635ir@nice.com, ETorYisca Erez, +972 9 775 3798ir@nice.com,
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