NETIA Drives Improved Customer Service and Operational Efficiency with NICE Nexidia Analytics
October 03 2019 - 6:30AM
Business Wire
In less than a year the leading Polish telecom
operator significantly improved service and performance metrics as
well as churn reduction
NICE (Nasdaq: NICE) today announced that NETIA, a leading
telecom operator in Poland, reported rapid and measurable results
from a customer insight initiative over the course of 2019. The
telecom operator credits NICE Nexidia Analytics with driving this
success, including improving both the effectiveness of interaction
evaluations and customer satisfaction with NETIA’s contact center
service.
NETIA is a telecom company which owns the second-largest
fixed-line network in Poland. Its customer base generates over
three million call center interactions annually, handled by
approximately 500 agents at three locations.
NETIA selected NICE Nexidia Analytics to create closer alignment
between their frontline activities and overall business goals. With
the help of a highly experienced team of NICE’s local partners
CCSOFT and ANDRA, NETIA implemented NICE Nexidia Analytics and have
already achieved positive results.
Tomasz Dakowski, B2C Managing Director, NETIA, commented:
“The NICE solutions are supporting our business transformation and
the way we run our daily business. We are now focused more on agent
development, with a much clearer picture of our customer
interactions, giving us the insight we need to make informed
decisions in our daily operations. This maximization of agent
effectiveness translates directly into great customer experience,
as well as more effective guidance for our sales and operation
teams.”
John O’Hara, President, NICE EMEA, said: “We are pleased
to have been instrumental in NETIA’s success in reinventing their
customer service in 2019. The telecom operator has been very
effective in leveraging the improved visibility and deeper insights
provided by NICE solutions to drive process changes, improve agent
performance and increase customer satisfaction.”
About NETIA NETIA is one of the largest Polish
Telecommunications operators, part of the Cyfrowy Polsat Group.
NETIA provides, among others comprehensive, user-friendly on-line
communication solutions: fast, fiber broadband internet, advanced
data transmission services as well as TV and multimedia
entertainment. NETIA's services are targeted at private users,
companies and institutions. The NETIA Capital Group includes, among
others: NETIA SA, InterNETIA Sp. z o. o. Petrotel Sp. z o. o. TK
Telekom Sp. z o. o .Since May 2018, Cyfrowy Polsat holds the
majority stake in NETIA SA. www.NETIA.pl
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. O’Hara, 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/20191003005357/en/
Corporate Media 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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