RA'ANANA, Israel--(BUSINESS WIRE)--Sept. 24, 2003-- NICE Systems (Company
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Studies) (Nasdaq:NICE - News), a worldwide leader of multimedia recording solutions, applications and related professional services for business interaction
management, today announced that ECE, a leading technical support and customer service outsourcer, has selected NICE Systems for a Quality Monitoring recording
system for its 800-agent contact center in Tampa, Florida. This site is dedicated to providing customer support for one of the world's top Internet service providers (ISPs).
Using NICE Systems' NiceUniverse® Quality Monitoring software, ECE is able to monitor the quality of its agents' interactions with customers to ensure a high level of
service. With the application's Web-based interface, both ECE quality supervisors and their customer's executives are able to monitor select calls and agent screen activity.
The ISP customer's executives have access to agent performance reports and can be certain that their customers are getting the best possible service. For example,
executives and management are able to glean business intelligence from the recordings, such as the need for Internet service improvements or how well a consumer
promotion is being received.
"We pride ourselves on providing an exceptional customer experience to our clients' customers," said Toni Portmann, president and CEO of ECE. "With the
NICE quality monitoring solution we're able to ensure consistent delivery of world-class service with every interaction. In today's competitive business environment, quality
agents and satisfied customers set ECE apart from the competition."
"ECE has been a long-time customer of ours and we're proud to be a factor in their success," said Dr. Shlomo Shamir, president and CEO of NICE Systems,
Inc. "Our quality monitoring solutions play an important role in ECE's delivery of exceptional service and its ability to show its clients real value. Giving its customers a
window into the wealth of information generated in its call center is a great strategic advantage ECE offers 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, New York Police Department, Los Angeles Police
Department, NAV Canada, Nokia, SNT Group, Software Spectrum and Sydney Airport.
Trademark Note: 360degree 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
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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