Author Topic: Alibaba Chooses NICE SmartCenter  (Read 656 times)

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Alibaba Chooses NICE SmartCenter
« on: December 26, 2008, 08:52:14 AM »
Global E-commerce Leader to Leverage NICE SmartCenter Solutions to Drive Contact Center Business Performance Improvements.

NICE Systems Ltd. (Nasdaq: NICE), the global provider of advanced solutions that enable organizations to extract Insight from Interactions to drive performance, today announced that Chinese e-commerce giant Alibaba.com, the world's leading B2B e-commerce company, placed an initial order for NICE SmartCenter solutions for two of its VoIP contact centers. The NICE solution will provide Alibaba.com with a comprehensive quality management solution for improving customer service agent performance, training effectiveness, and customer satisfaction.

The flagship of the Alibaba Group, Alibaba.com offers business-to-business service that connects millions of buyers and suppliers from around the world, and recently expanded its business to markets in India, Japan, and Korea. The Alibaba Group also includes Taobao -- China's largest consumer e-commerce company, Alipay -- Safe and secure online payment, Yahoo! Koubei -- Online classified listings for local services and search, and Alisoft -- Internet-based business management software.

NICE SmartCenter will provide Alibaba.com contact center supervisors with precision quality management to ensure customer satisfaction and foster customer loyalty. It will enable supervisors to proactively evaluate and improve the quality of service provided to customers calling about Alibaba.com's services and for technical support. By targeting key calls as well as correlating them with agent screen activity, supervisors will be able to more accurately identify how agent behaviors are impacting quality of service, and develop programs for performance improvement where needed. - source: PNA

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