CUETS (CU Electronic Transaction Services), a Canadian MasterCard service provider and credit-card call center outsourcing provider, has chosen NICE Systems to deliver total recording and quality assurance(QA) solutions for its contact centers in Winnipeg and Regina, Canada.
Installation at both of these Canada-based centers, with a combined total of 225 seats, was completed in December 2003. CUETS also plans a further NICE installation at a new center scheduled to open by mid-year 2004.
As a principal member of MasterCard International, CUETS supports the MasterCard family of card brands (MasterCard, Cirrus and Maestro) for both card issuing and merchant acquiring services. CUETS currently serves about 500 MasterCard affiliates (credit unions, caisses populaires and other organizations) across Canada.
CUETS' new corporate quality assurance program is designed to monitor customer calls to both reward agents for excellent service and to identify areas for improvement. The NICE recording solution enables CUETS to mitigate risk of fraud, to accept voice signatures and to be able to process credit applications over the phone. Both solutions interface with CUETS' Nortel Meridian computer telephony application.
"We selected NICE after a vendor review process that included a complete business processes analysis to develop requirements and determine the best fit for our overall business," said Stan Kuss, CEO of CUETS. "The NICE solution meets our need to know exactly what our clients and employees experience during service calls."
Published by Globes [online] - www.globes.co.il - on Tuesday, January 27, 2004