RA'ANANA, Israel--(BUSINESS WIRE)--Aug. 28, 2003-- NICE Systems (Nasdaq:NICE - News) (Company
Profile, Past
Stories, Case
Studies), a worldwide leader of multimedia recording solutions, applications and related professional services for business interaction management, today
announced that cccInteractive, a leading call center outsource provider, offering sales and customer service for major utility, financial services and consumer products
companies around the world, has selected NICE Systems for a recording and performance management solution to help improve sales closure rates for clients.
cccInteractive is using NiceLog® (100% recording and random recording of customer calls and agent screen activity), NiceUniverse® (quality assurance application)
and ScreenSense(TM) (screen-event triggered recording application) for several hundred agents across its two Houston-based centers.
Using ScreenSense, the outsourcer can easily program the recording system to automatically capture specific types of calls such as interactions in which the agent
checked the "customer not interested" box on the screen, indicating the customer's disinterest in purchasing the additional product the agent recommended. The
company can then go back and analyze just those calls to identify any areas where agent skills improvements might be needed to ensure better sales closure rates. It can
also share this important information with its clients. No other vendor offers this type of selective recording capability.
"We chose NICE because it offers us the automated recording capabilities we need to ensure we are capturing and archiving all necessary sales calls per our clients'
request," said C.J. Johnson, senior vice president for cccInteractive. "The NICE system also gives us the ability to randomly record select calls based on events
occurring on the agents' desktop, such as clicking on the 'help' function or opening a certain screen. This gives us invaluable insight into how our agents are handling
specific types of interactions and why certain customers are calling in. This was previously difficult to identify, and these capabilities are critical to our business and our
ability to service our clients more effectively than our competitors do."
"Our advanced solutions allow outsourcers to provide true value-added services to their clients in the form of increased sales," said Dr. Shlomo Shamir, president
and CEO of NICE Systems, Inc. "Using our applications, cccInteractive can create a window into precisely what is happening during its customers' interactions so it
can quickly work to make any necessary improvements to better serve its own customers."
Prior to installation of the NICE solution, cccInteractive was using a recording product from another vendor that required agent-initiated recording and did not feature
integration with the computer telephony integration (CTI) system. It made it impossible to garner the type of business intelligence it can today on behalf of its clients.
About NICE
NICE Systems (Nasdaq:NICE - News) headquartered in Ra'anana, Israel, is a worldwide leader of multimedia digital recording solutions, applications and related professional
services for business interaction management. NICE products and solutions are used in contact centers, trading floors, air traffic control (ATC) sites, CCTV (closed circuit
television) security installations and government markets. NICE's synergistic technology platform enables customers to capture, evaluate and analyze business interactions
in order to improve business processes and gain competitive advantage. NICE's subsidiaries and local offices are based in the United States, Germany, United Kingdom,
France and Hong Kong. The company operates in more than 100 countries through a network of partners and distributors. (NICE website: www.nice.com )
NICE's worldwide clients include: ABN Amro, Bank of England, Boston Communications, Compaq Computer Corporation, Deutsche Bank, Dresdner Bank, Emeraude
Group, US Federal Aviation Administration, Hong Kong Airport, Japan Ministry of Transport, MicroAge Teleservices, NAV Canada, Nokia, SNT Group, Software Spectrum
and Sydney Airport.
Trademark Note: 360(degrees) View, Agent@home, Big Picture Technology, Executive Connect, Executive Insight(a), Experience Your Customer, Investigator, Lasting
Loyalty, Listen Learn Lead, MEGACORDER, Mirra, My Universe, NICE, NiceAdvantage, NICE Analyzer, NiceCall, NiceCLS, NiceCMS, NICE Feedback, NiceFix,
NiceGuard, NICE Learning, NICE Link, NiceLog, ScreenSense, NiceScreen, NiceSoft, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse LIVE, NiceVision,
NiceVision Harmony, NiceVision Mobile, NiceVision Pro, NiceVision Virtual, NiceWatch, Renaissance, Secure Your Vision, Tienna, Wordnet and other product names and
services mentioned herein are trademarks and registered trademarks of NICE Systems Ltd. All other registered and unregistered trademarks are the property of their
respective owners.
(a) In Australia only
About cccInteractive
cccInteractive Corporation is a leading provider of comprehensive customer relationships management (CRM) and eCRM solutions to Fortune 1000 Companies in the
energy/utility, financial services, communications, and consumer products sectors. We deliver a full suite of CRM solutions including inbound, outbound, customer care,
data processing, market research, and electronic CRM (eCRM) products and services. cccInteractive's open architecture and state of the art technology supports almost
every conceivable CRM solution and all representative workstations are web enabled providing full center support of eCRM services. The management staff of cccInteractive
has extensive experience in call center services.
cccInteractive is proud to have been recognized by Customer Interaction Solutions Magazine as one of the Top 50 Outbound Teleservices Agencies, and Top 50 Inbound
Teleservices Agencies. cccInteractive has been further distinguished by receiving the MVP Quality Award for excellence in Quality and Customer Satisfaction. A third award,
the TMC Seal of Approval, was present to cccInteractive for distinguishing itself as a Recommended Vendor and by winning multiple industry awards consistently over two or
more years.
cccInteractive is dedicated to serving the best interests of our clients in a manner that promotes customer loyalty and strengthens their brand. Earning and maintaining client
trust, as a virtual extension of their business is central to the success of our mission. Thoroughly prepared, always conscientious, and supported by the industry's most
innovative technology, cccInteractive is committed to being our clients most effective strategic asset. (cccInteractive website: www.cccinteractive.com )
This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such statements are based on the
current expectations of the management of NICE Systems Ltd. (the Company) only, and are subject to a number of risk factors and uncertainties, including but not limited to
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, pressure on pricing resulting
from competition, and inability to maintain certain marketing and distribution arrangements, which could cause the actual results or performance of the Company to differ
materially from those described therein. We undertake no obligation to update these forward-looking statements. 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.
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