3G Quality Systems Solution in Taiwan

3G Quality Systems Solution in Taiwan

NICE Systems announced that Eastern Broadband Telecom, (EBT) has successfully implemented the NiceUniverse(R) quality management system at their contact center in Taipei.

NiceUniverse is being used to monitor voice and screens to improve service for EBT's broadband and Internet customers. NiceUniverse is also being used proactively to prepare agents for 3G mobile telecommunications services that EBT is scheduled to provide this summer.

"The introduction of mobile services requires our workforce to absorb new skills in a short period of time," commented Ted Wang, contact center manager at EBT. "Using NiceUniverse's multimedia recordings of successful calls we have been able to teach our agents new skills for handling mobile telecommunications customers and for using specialized information systems. This approach has been so effective that, in addition to including these calls as part of our regular classroom training, we are in the process of making these multimedia recordings available to all of our agents on the Internet."

EBT's call center in Taipei handles 20,000 calls a day and employs 280 agents. EBT is planning to open another contact center in the summer to handle 3G services. The solution is integrated with the Avaya switch and was provided by NICE's local distributor, New Systems Enterprises based out of Taipei. NiceUniverse replaced another vendor's quality management system due to its superior screen recording capabilities.

"We also selected NICE due to its remote management capabilities," continued Ted Wang. "We are in the process of creating one virtual contact center that will include agents working at two physical facilities. Using NiceUniverse we will be able to manage both facilities using one quality management system enabling us to maintain one high level of service for all of our customers."

"Eastern Broadband Telecom is an industry innovator that has found new and creative ways to leverage NICE's system to improve customer service," commented Jim Park President of NICE's CEM division. "This is another example of our leadership in helping a dynamic sector of the telecommunications market define and implement best practices and improve business processes."

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