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Cable Technology Feature Article

November 05, 2012

NICE to Help Modernize Cablevision Argentina's Customer Service Center

By Rachel Ramsey, TMCnet Web Editor

Analyzing the ongoing, multifaceted exchange of interactions and transactions between customers and organizations provides contact centers with valuable insights about their customers’ wants and needs, the issues they face and how to address them. NICE, a provider of workforce optimization solutions, serves more than 25,000 organizations and offering solutions that address the needs of customer-centric businesses with intent-based solutions.

NICE is implementing its Real-Time Analytics and Guidance solutions at Cablevisión Argentina, the largest cable TV company in the country, offering subscription TV and Internet through a single network to more than 3.5 million customers, to modernize its customer service center of more than 1,000 agents. The suite of solutions includes NICE’s real-time Speech Analytics, Interaction Analytics, Interaction Management and real-time guidance.

“We are evolving our contact center with the goal of increasing customer satisfaction and operational efficiency and reducing operational costs,” said Sebastian Galletti, customer care manager at Cablevisión Argentina, in a statement. “We expect to achieve a significant return on investment in under 10 months by meeting our goals of a six percent reduction in average handle time on calls and a seven-percent increase in first call resolution.”

NICE Real-Time Process Optimization helps organizations own the decisive moments of customer interactions by shaping interactions in real-time, delivering real-time decisioning, next-best-action guidance and process automation. It provides next-best-action recommendations to agents using an intelligent real-time decisioning engine, as they talk with customers on the phone or via chat.

By implementing the solution, the company aims to improve its relationship with customers, increase new net revenue, and promote customer acquisition. The service provider also aims to increase sales of current products while at the same time enhancing agent productivity and operational efficiency.

“We are excited to deliver innovative solutions in a market that demands real-time action for real-time challenges,” said Barak Eilam (News - Alert), president of NICE Americas. “This project reinforces NICE’s commitment to creating industry-leading technologies that help companies shape interactions as they happen and impact the Decisive Moment.”

Included in the suite of solutions Cablevisión Argentina will utilize is NICE Interaction Analytics, a cross-channel analytics platform that enables companies to transform the valuable yet hidden information in customer interactions into business results. The Interaction Analytics solutions help to prepare the workforce for handling customer interactions, shaping interactions in real-time and continuously improving future interactions.

Back in the U.S., cable companies are responding to their customers and giving credits to customers affected by recent superstorm Sandy. Four companies, Comcast (News - Alert), Time Warner Cable, Cox and Cablevision, will give credits to customers even if the outage was the result of a power failure. Cablevision said about 1.32 million subscribers can’t connect to its service due to power outages, and the majority of its 3.3 million customers reside in the New York market, which was devastated by the storm.

Edited by Amanda Ciccatelli

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