Asia Pacific Telecom Co. Ltd Uncovers Insight into Customer Journey With NICE Nexidia Analytics
30 Janvier 2020 - 12:30PM
Business Wire
Innovative technology creates a new
understanding of customer journey in order to improve customer
experience
NICE (Nasdaq: NICE) today announced Asia Pacific Telecom
Co. Ltd. (APTG) has implemented NICE Nexidia Analytics to improve
customer satisfaction. Seeking a solution that would improve
efficiency and determine the root cause for repeat calls, APTG
chose NICE Nexidia Analytics, the industry leader in interaction
analytics, to uncover valuable insights to enhance the customer
experience journey. Through the use of NICE Nexidia, customer
satisfaction is at an all-time high of 90 percent, a 3 percentage
point increase from 87 percent. A contributing factor to this is
APTG’s use of Nexidia Analytics powered Quality CentralTM, which
helps them to perform targeted evaluations on important customer
satisfaction (CSAT) drivers. The initial results demonstrated a 33
percent increase in the average evaluations performed on
analytics-targeted calls.
APTG provides telecommunication services to personal and
business users primarily in Taiwan. Its services include broadband
fixed line, broadband mobile communication and broadband Internet
services. The company was founded in 2000 and is based in Taipei,
Taiwan. Their objective is to bring their customers best in class
products and services through service innovation and cutting-edge
technology.
“As the winner of the Best Customer Service Innovation Team
Award by the Taiwan Contact Center Development Association, Asia
Pacific Telecom Co. is at the forefront of providing excellence in
customer service,” said Darren Rushworth, President of NICE
APAC. “We are happy to expand our relationship with Asia
Pacific Telecom Co. by adding NICE Nexidia Analytics to provide
their employees with the tools to improve their customer service
further.”
NICE Nexidia’s industry-leading interaction analytics programs
uncover insights into far-reaching areas of the customer journey,
including issues in the interactive voice response. By combining
insights from customers’ unstructured interactions in the contact
center with insight into their individual and combined customer
journeys, businesses are able to benefit from these outcomes based
on information they have never previously been able to learn from
their data. To learn more about NICE Nexidia Analytics, click
here.
About NICE NICE (Nasdaq: NICE) is the world’s leading
provider of both cloud and on-premises enterprise software
solutions that empower organizations to make smarter decisions
based on advanced analytics of structured and unstructured data.
NICE helps organizations of all sizes deliver better customer
service, ensure compliance, combat fraud and safeguard citizens.
Over 25,000 organizations in more than 150 countries, including
over 85 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 Ltd. 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. Rushworth 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: https://www.businesswire.com/news/home/20200130005319/en/
Corporate Media Contact Christopher Irwin-Dudek,
201-561-4442, chris.irwin-dudek@nice.com
Investors Marty Cohen, +1 551 256 5354, ET, ir@nice.com
Yisca Erez +972 9 775 3798, CET, ir@nice.com
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