The value of the deal was not disclosed. Embratel will use the solution to enhance customer service levels in its contact center.
Ra’anana-based NICE-Systems (Nasdaq: NICE) announced today that Brazilian telecom provider Embratel had selected its customer experience management (CEM) solution. The value of the deal was not disclosed.
NICE said Embratel would use the solution to enhance customer service levels in its contact center. The CEM solution was installed and supported by Wittel, NICE's local distributor in Brazil.
Embratel national support and operations manager Luciano Carino said, "Providing direct access to customer interactions through our CRM applications has significantly increased agent productivity. By providing management with convenient access to customer interactions we have been able to identify process improvements that have resulted in an increase in customer retention. These combined benefits have resulted in a strong return on investment."
Shares of NICE closed on Nasdaq on Friday at $10.85. The company’s Tel Aviv shares were up 3.86% at NIS 53.80 at web-posting.
Published by Globes [online] - www.globes.co.il - on 15 July, 2002