Orange Go With NICE Wireless Solutions

NICE Systems announced that Orange Switzerland is using NICE's CEM solutions to manage and reward customer care excellence as part of a comprehensive program to provide top quality customer service.

After implementing NICE's CEM solutions, Orange Switzerland was #1 for customer care for mobile telecommunications providers in Switzerland from an independent survey and from Orange International. In addition, NICE's quality evaluations are an integral part of a coaching and incentive program that contributed to Orange's agents staying on twice as long as their industry counterparts -- 18 months instead of 9 months.

"Since we implemented our NICE CEM solution our agents have improved their language skills, closed more calls, and became more proactive," commented Stephane Royer, quality and planning manager at Orange Switzerland. "NICE CEM quality management is significantly improving our customer satisfaction and agent productivity."

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Orange Switzerland implemented NiceUniverse(R) voice and screen recording and quality monitoring at its sites in Zurich, Lausanne, and Biel for a total of over 300 agents. This solution is integrated with the Avaya ACD and CTI switch and was provided by Mobatime, NICE's local distributor.
"Orange is recognized worldwide for their excellent customer service," commented Yoav Zaltzman, vice president of business operations for NICE Systems. "We are proud to be a cornerstone of their quality program, and to be recognized as contributing to their market leadership."
NiceUniverse combines digital voice recording and screen capture technologies with advanced evaluation tools that enable a call center to raise the level of performance. The solution includes flexible recording options, customizable evaluation forms, powerful search tools, and detailed quality management reports and graphs. NiceUniverse can be integrated with NICE's comprehensive eLearning solution to deliver training automatically to agent desktops based on quality monitoring results.