TVD Holdings PCL Improves Sales Effectiveness and Agent Satisfaction with NICE Interaction Analytics
21 Décembre 2022 - 2:00PM
Business Wire
NICE Interaction Analytics expands capabilities
and finds success for APAC-centered TVDH
NICE (Nasdaq: NICE) today announced that multi-level
marketing company TVD Holdings PCL (TVDH) has successfully
implemented NICE Interaction Analytics, showing improvement in
customer satisfaction, revenue growth, and an incremental increase
in agent performance and cross-selling capabilities. To capitalize
on this success, TVDH expanded its operation with additional NICE
Interaction Analytics capabilities to obtain a comprehensive view
of customer interactions to further analyze customer and agent
behavior and improve overall business satisfaction.
With the implementation of NICE Interaction Analytics, TVDH has
reported improvement in agent script compliance and agent
encouragement for the customer to answer the satisfaction survey
rise from 15% to 56% participation, an increase in cross-selling
revenue from 17% to 23%, and a surge in cross-sell attempt rate
from 40% to 70%. Agents have increased sales by matching customers
with the products they’d be most interested in, showing an overall
improvement in customer service. Utilizing insights driven by data
on customer behavior, intent, and effort, TVDH is now positioned to
best meet the needs of its customers.
Interaction Analytics improves customer satisfaction by
providing agents with valuable information on who their customers
are and what they need, in real time. Receiving around 14 million
calls annually, TVDH required a solution that would allow fast,
seamless adoption without sacrificing expected high-quality
customer satisfaction. By providing agents with the necessary tools
to succeed, TVDH has reported great improvements in sales
effectiveness and cross-selling attempt rate. With real-time
behavior insights into conversations, Interaction Analytics has
laid the foundation for future successes for TVD Holdings PCL.
Songpol Shanmatkit, Chief Executive Officer, TVD
Holdings, said, “Our team uses NICE Interaction Analytics to
help build our business and customer relationships, and we have
already achieved great success with this intelligent tool. The data
provided by this solution has given TVDH the insights to match
customer preferences among products and sales channels, while the
fast deployment has been a key to our rapid gain in ROI.”
Darren Rushworth, President, NICE International, said,
“Managing customer data with NICE’s advanced Interaction Analytics
has proven to be a key driver of success for TVDH and its contact
centers. By having the ability to pinpoint the best opportunities
for improvement, agents have found great success in serving
customers, which led to higher satisfaction and an increase in
sales. With the increased focus on improving cross-selling and
agent satisfaction, these achievements open the door for the future
growth of the company and will lead the way for further
expansion.”
About TVD Holdings PCL TVD Holdings Company Limited is an
e-commerce website that offers a wide variety of products and
services through various communication channels to reach consumers
directly, with a focus on creating a shopping experience where
customers can order products and services anytime, anywhere. TVD
Holdings is committed to delivering shopping pleasure and
convenience for customers with the use of a variety of innovative
products selected by experts. www.tvdirect.tv
About NICE With NICE (Nasdaq: NICE), it’s never been
easier for organizations of all sizes around the globe to create
extraordinary customer experiences while meeting key business
metrics. Featuring the world’s #1 cloud native customer experience
platform, CXone, NICE is a worldwide leader in AI-powered
self-service and agent-assisted CX software for the contact center
– and beyond. Over 25,000 organizations in more than 150 countries,
including over 85 of the Fortune 100 companies, partner with NICE
to transform - and elevate - every customer interaction.
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,”
“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“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 changes in economic and business conditions,
including as a result of the COVID-19 pandemic; competition;
successful execution of the Company’s growth strategy; success and
growth of the Company’s cloud Software-as-a-Service business;
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; the Company’s dependency on third-party cloud
computing platform providers, hosting facilities and service
partners;, cyber security attacks or other security breaches
against the Company; the effect of newly enacted or modified laws,
regulation or standards on the Company and our products and various
other factors and uncertainties discussed in our filings with the
U.S. Securities and Exchange Commission (the “SEC”). 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 SEC, 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/20221221005017/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, ET, chris.irwin-dudek@nice.com
Investors Marty Cohen, +1 551 256 5354, ET, ir@nice.com
Omri Arens, +972 3 763 0127, CET, ir@nice.com
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