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Poster: SySAdmin
Posted on February 19, 2013 at 7:14:01 AM
NICE Mobile Reach Selected by Telefónica to Provide Exceptional Customer Service
The mobile customer care solution will enable Telefonica to engage its customers in real time by seamlessly bridging between the company's mobile app and contact center
RA'ANANA, Israel, February 19, 2013 /PRNewswire/ --
NICE Systems (NASDAQ: NICE) today announced that NICE Mobile Reach, a solution for
mobile customer service [http://www.nice.com/mobile-customer-service ], was selected for
initial deployment by Movistar, Spain's largest telecommunications operator and a brand of
Telefonica Spain, one of the world's foremost international communications companies. The
solution will serve as a bridge between Movistar's self-service mobile app and the contact
center, engaging customers based on their intent, profile, and the context of the
interaction. With NICE Mobile Reach, Movistar will increase customer engagement, improve
customer satisfaction, and provide efficient and effective assisted service across
channels.
NICE Mobile Reach [http://www.nice.com/mobile-customer-service ] enables Movistar
customers to seamlessly transition from the mobile app to assisted service with an agent.
When a customer selects this option, all information about the customer's activities in
the mobile application will be automatically transferred to the contact center and
immediately displayed on the agent desktop. The Movistar agent will be able to use the
interaction context to immediately start helping the customer in a highly personalized
way. Multimedia collaboration options, such as image exchange, will further boost the
quick and efficient resolution of the customer's issue, improving first contact resolution
rates and increasing customer satisfaction.
"We believe that our outstanding customer service is a key differentiator in our
market, and one way to strengthen our position is to make sure that our mobile application
delivers a complete customer experience and resolution," said Mario Soro, Director of CRM
Technology at Movistar. "NICE Mobile Reach offers a unique, real-time connection between
the self-service channel and the contact center, and will enable us to provide
personalized and effective service to our mobile customers."
NICE's innovative offering will reduce the operator's service costs by lowering the
average handle times (AHT) of assisted-service interactions and by reducing the volume of
assisted interactions through increased first contact resolution (FCR). Improvement in
these areas further enhances the overall customer experience. This is expected to help
Movistar promote its mobile app since customers will view it as a highly attractive and
relevant channel for addressing all of their service needs - whether this is fulfilled
through self-service or assisted service.
"Movistar's selection of NICE Mobile Reach affirms our vision for the evolution of
customer service," said Benny Einhorn, President of NICE EMEA and Chief Marketing Officer.
"More and more consumers are using their smartphones and tablets to interact with service
providers, and the service they receive over these devices should reflect the lifestyle
and expectations of such customers. Movistar's customers will enjoy quicker, more
effective, and highly personalized service."
Movistar's selection of the NICE Mobile Reach solution was facilitated by NICE partner
IZO.
About NICE Systems
NICE Systems (NASDAQ: NICE) is the worldwide leading provider of software solutions
that enable organizations to take the next best action in order to improve customer
experience and business results, ensure compliance, fight financial crime, and safeguard
people and assets. NICE's solutions empower organizations to capture, analyze, and apply,
in real time, insights from both structured and unstructured Big Data. This data comes
from multiple sources, including phone calls, mobile apps, emails, chat, social media,
video, and transactions. NICE solutions are used by over 25,000 organizations in more than
150 countries, including over 80 of the Fortune 100 companies. http://www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE
Systems. All other marks are trademarks of their respective owners. For a full list of
NICE Systems' marks, please see: http://www.nice.com/nice-trademarks.
Forward-Looking Statements
This press release contains forward-looking statements as that term is defined in the
Private Securities Litigation Reform Act of 1995. Such forward-looking statements,
including those of Messer Einhorn, are based on the current expectations of the management
of NICE-Systems Ltd. (the Company) only, and are subject to a number of risks and
uncertainties that could cause the actual results or performance of the Company to differ
materially from those described herein, including but not limited to the impact of the
global economic environment on the Company's customer base (particularly financial
services firms) and the resulting uncertainties; changes in technology and market
requirements; decline in demand for the Company's products; inability to timely develop
and introduce new technologies, products and applications; difficulties or delays in
absorbing and integrating acquired operations, products, technologies and personnel; loss
of market share; pressure on pricing resulting from competition; and inability to maintain
certain marketing and distribution arrangements. For a more detailed description of the
risk factors and uncertainties affecting the company, refer to the Company's reports filed
from time to time with the Securities and Exchange Commission, including the Company's
Annual Report on Form 20-F. The forward-looking statements contained in this press release
are made as of the date of this press release, and the Company undertakes no obligation to
update or revise them, except as required by law.
Corporate Media Contact
Erik Snider, +1-877-245-7448, erik.snider@nice.com
Investors
Marty Cohen, +1-212-574-3635, ir@nice.com, ET
Anat Earon-Heilborn, +972-9-775-3798, ir@nice.com, CET
Nice Systems Ltd.
The mobile customer care solution will enable Telefonica to engage its customers in real time by seamlessly bridging between the company's mobile app and contact center
RA'ANANA, Israel, February 19, 2013 /PRNewswire/ --
NICE Systems (NASDAQ: NICE) today announced that NICE Mobile Reach, a solution for
mobile customer service [http://www.nice.com/mobile-customer-service ], was selected for
initial deployment by Movistar, Spain's largest telecommunications operator and a brand of
Telefonica Spain, one of the world's foremost international communications companies. The
solution will serve as a bridge between Movistar's self-service mobile app and the contact
center, engaging customers based on their intent, profile, and the context of the
interaction. With NICE Mobile Reach, Movistar will increase customer engagement, improve
customer satisfaction, and provide efficient and effective assisted service across
channels.
NICE Mobile Reach [http://www.nice.com/mobile-customer-service ] enables Movistar
customers to seamlessly transition from the mobile app to assisted service with an agent.
When a customer selects this option, all information about the customer's activities in
the mobile application will be automatically transferred to the contact center and
immediately displayed on the agent desktop. The Movistar agent will be able to use the
interaction context to immediately start helping the customer in a highly personalized
way. Multimedia collaboration options, such as image exchange, will further boost the
quick and efficient resolution of the customer's issue, improving first contact resolution
rates and increasing customer satisfaction.
"We believe that our outstanding customer service is a key differentiator in our
market, and one way to strengthen our position is to make sure that our mobile application
delivers a complete customer experience and resolution," said Mario Soro, Director of CRM
Technology at Movistar. "NICE Mobile Reach offers a unique, real-time connection between
the self-service channel and the contact center, and will enable us to provide
personalized and effective service to our mobile customers."
NICE's innovative offering will reduce the operator's service costs by lowering the
average handle times (AHT) of assisted-service interactions and by reducing the volume of
assisted interactions through increased first contact resolution (FCR). Improvement in
these areas further enhances the overall customer experience. This is expected to help
Movistar promote its mobile app since customers will view it as a highly attractive and
relevant channel for addressing all of their service needs - whether this is fulfilled
through self-service or assisted service.
"Movistar's selection of NICE Mobile Reach affirms our vision for the evolution of
customer service," said Benny Einhorn, President of NICE EMEA and Chief Marketing Officer.
"More and more consumers are using their smartphones and tablets to interact with service
providers, and the service they receive over these devices should reflect the lifestyle
and expectations of such customers. Movistar's customers will enjoy quicker, more
effective, and highly personalized service."
Movistar's selection of the NICE Mobile Reach solution was facilitated by NICE partner
IZO.
About NICE Systems
NICE Systems (NASDAQ: NICE) is the worldwide leading provider of software solutions
that enable organizations to take the next best action in order to improve customer
experience and business results, ensure compliance, fight financial crime, and safeguard
people and assets. NICE's solutions empower organizations to capture, analyze, and apply,
in real time, insights from both structured and unstructured Big Data. This data comes
from multiple sources, including phone calls, mobile apps, emails, chat, social media,
video, and transactions. NICE solutions are used by over 25,000 organizations in more than
150 countries, including over 80 of the Fortune 100 companies. http://www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE
Systems. All other marks are trademarks of their respective owners. For a full list of
NICE Systems' marks, please see: http://www.nice.com/nice-trademarks.
Forward-Looking Statements
This press release contains forward-looking statements as that term is defined in the
Private Securities Litigation Reform Act of 1995. Such forward-looking statements,
including those of Messer Einhorn, are based on the current expectations of the management
of NICE-Systems Ltd. (the Company) only, and are subject to a number of risks and
uncertainties that could cause the actual results or performance of the Company to differ
materially from those described herein, including but not limited to the impact of the
global economic environment on the Company's customer base (particularly financial
services firms) and the resulting uncertainties; changes in technology and market
requirements; decline in demand for the Company's products; inability to timely develop
and introduce new technologies, products and applications; difficulties or delays in
absorbing and integrating acquired operations, products, technologies and personnel; loss
of market share; pressure on pricing resulting from competition; and inability to maintain
certain marketing and distribution arrangements. For a more detailed description of the
risk factors and uncertainties affecting the company, refer to the Company's reports filed
from time to time with the Securities and Exchange Commission, including the Company's
Annual Report on Form 20-F. The forward-looking statements contained in this press release
are made as of the date of this press release, and the Company undertakes no obligation to
update or revise them, except as required by law.
Corporate Media Contact
Erik Snider, +1-877-245-7448, erik.snider@nice.com
Investors
Marty Cohen, +1-212-574-3635, ir@nice.com, ET
Anat Earon-Heilborn, +972-9-775-3798, ir@nice.com, CET
Nice Systems Ltd.