BLOOMINGTON, Minn.,
Feb. 6, 2020 /PRNewswire/
-- ConvergeOne, a leading global IT services provider
of collaboration and technology solutions, today announced that it
has partnered with NICE (Nasdaq: NICE) to launch the first release
of its Customer Engagement Optimization Services (CEOS) offering.
CEOS phase 1 is comprised of two solutions from NICE, the world's
leading provider of cloud and on-premises enterprise software
solutions, namely Interactive Voice Response Optimization
(IVRO) and Nexidia Analytics.
![ConvergeOne Logo. (PRNewsFoto/NACR) (PRNewsFoto/) ConvergeOne Logo. (PRNewsFoto/NACR) (PRNewsFoto/)](https://mma.prnewswire.com/media/156811/ConvergeOne_Logo.jpg)
CEOS phase 1 provides solutions for optimizing the performance
of contact centers by applying advanced analytics to IVRs and
contact center speech and text channels. The dynamic nature of
contact centers makes having a continuous, analytics-driven
strategy critical to improving customer experience. In order to
determine how to best apply the insights gained from the advanced
analytics, CEOS phase 1 solutions include ConvergeOne Services,
which have earned the company a Net Promoter Score (NPS) of 72.
This score is three times the IT services industry average, as
reported by ClearlyRated, and places ConvergeOne in the "Excellent"
NPS category, which is reserved for only the most customer-centric
companies. With partners like ConvergeOne and NICE, clients can be
assured of comprehensive, end-to-end solutions that deliver
positive business outcomes, including improved operational
efficiency and customer experience.
These solutions can be applied to any IVR platform and use any
call recording infrastructure to quickly generate actionable
analytics information that is critical to the improvement of
efficiency and personalization of customer interactions.
As part of a continuous improvement program, NICE Nexidia
IVRO enables businesses to visualize crucial elements of the
customer's journey, identify bottlenecks and streamline the
customer experience. This results in increased IVR self-service
success, lower average handle time, reduced calls into the contact
center, and higher customer satisfaction. ConvergeOne uses advanced
analytics generated by NICE's solution to recommend and implement
specific changes to the IVR system and continue this cycle to
predict change impact and drive ongoing iterative improvement.
Nexidia Analytics enables businesses to uncover missing or
subtle information across 100% of recorded customer interactions
and aggregate data into quantified and qualified metrics for
continuous improvement. Statistics uncovered can include why
customers are calling, interaction quality, competitive data,
security or compliance concerns, product or service issues and
more.
By combining NICE Nexidia's IVRO and Nexidia Analytics with a
continuous improvement strategy, businesses can streamline and
enhance their operations across the entire contact center while
remaining in line with organization-wide initiatives.
"Contact center optimization starts with a deep understanding
and measurement of the customer experiences that are currently
being delivered. The key is extracting meaningful insights from the
data already gathered in the contact center, which proactively
creates opportunities to improve applications and business
processes through the insights gained with industry-leading
advanced interaction analytics," said Kathy
Sobus, Senior Director, Customer Experience Strategy,
ConvergeOne. "We are excited to partner with NICE to launch CEOS to
not only enable contact centers with these applications, but also
to provide services to optimize their current environment based on
insights driven from analytics. CEOS phase 1 simultaneously
enhances the customer experience and delivers operational
efficiencies."
"With organizations focused on customer experience
differentiation, NICE is pleased to partner with ConvergeOne in
helping drive informed decisions that deliver unmatched customer
experiences," said Barry Cooper,
President, NICE Enterprise Group. "With NICE's analytics
solutions we provide the visibility and insights organizations
require and our partnership with ConvergeOne provides a unique
opportunity to accelerate value to our customers."
About ConvergeOne
Founded in 1993, ConvergeOne is a leading global IT services
provider of cloud collaboration customer experience and technology
solutions for large and medium enterprises with decades of
experience assisting customers to transform their digital
infrastructure and realize a return on investment. Over 14,000
enterprise and mid-market customers trust ConvergeOne with
collaboration, enterprise networking, data center, cloud and
cybersecurity solutions to achieve business outcomes. Our
investments in cloud infrastructure and managed services provide
transformational opportunities for customers to achieve financial
and operational benefits with leading technologies. ConvergeOne has
partnerships with more than 300 global industry leaders, including
Avaya, Cisco, IBM, Genesys, and Microsoft to customize specific
business outcomes. We deliver solutions with a full lifecycle
approach including strategy, design and implementation with
professional, managed and support services. ConvergeOne holds more
than 6,300 technical certifications across hundreds of engineers
throughout North America,
including three Customer Success Centers. More information is
available at convergeone.com.
ConvergeOne Media Contact:
Craig Chumley
Executive Vice President, Cloud, Managed Services + Marketing,
ConvergeOne
678.262.2242
cchumley@convergeone.com
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SOURCE ConvergeOne