Go BackNICE selected by Go Daddy Group for its adaptive interaction analytics solution in a VoIP environment
NICE Systems Ltd a leading global provider of advanced solutions that enable organizations to extract Insight from Interactions to drive performance, today announced that The Go Daddy Group, Inc which includes GoDaddy.com the world's largest domain name registrar and a premier provider of Web services has chosen NICE Perform, part of the NICE SmartCenter solution, including its advanced interaction analytics.
NICE Perform will be deployed in three VoIP-based contact centers for over 1,100 agents. The solution will support the projected growth of Go Daddy's contact centers and help to improve operational efficiency and customer satisfaction.
NICE's adaptive interaction analytics will enable Go Daddy to better understand the reasons behind customer calls, identify trends during periods of unusual call volume, optimize average handling time, uncover agent knowledge gaps, perform root cause analysis, and drive best practices.
"We selected NICE's Interaction Analytics solution for its unique capabilities to make an impact on our business in key areas such as customer satisfaction, agent productivity, and first call resolution," said Go Daddy's President and Chief Operating Officer, Warren Adelman.
Adaptive Interaction Analytics from NICE harness the power of interaction analytics with an automated, iterative, system self-learning solution. Adaptive Interaction Analytics provides a very high degree of accuracy and efficiency in a scalable solution that analyzes 100 percent of the interactions in a cost-effective manner. This capability leverages customer interactions to proactively identify trends, anticipate opportunities, adjust processes to meet business objectives and take action at the right-time.
"Go Daddy's decision to employ adaptive interaction analytics is further evidence of the growing demand we're seeing in the contact center business for solutions that enhance business performance," said Eran Gorev, President and CEO, NICE Systems Inc. "We are excited to support Go Daddy's growing business and help them continuously enhance the customer experience."
NICE SmartCenter
NICE SmartCenter provides organizations with capabilities to improve performance at the agent, operational and enterprise levels. The solution drives contact center and enterprise performance by leveraging the synergies of the combined capabilities of NICE's offering for interactions capture, quality management, interaction analytics, workforce management, performance management, coaching, and customer feedback; each the leading solution in its category, unified within a Service-Oriented Architecture (SOA) framework, providing powerful functionality with maximum flexibility.
About The Go Daddy Group, Inc.
Go Daddy is a leading provider of services that enable individuals and businesses to establish, maintain and evolve an online presence. Go Daddy provides a variety of domain name registration and Web site hosting services, as well as a broad array of on-demand and other services. The Go Daddy Group, Inc., which includes GoDaddy.com, has more than 27 million domain names under management. Go Daddy registers, renews or transfers a domain name every second. GoDaddy.com is the world's No. 1 domain name registrar according to Name Intelligence, Inc. GoDaddy.com is also rated the world's largest hostname provider according to Netcraft Ltd. During 2007, The Go Daddy Group registered more than one-third of all domain names registered in the top six generic top-level domains, or gTLDs, including .com, .net, .org, .info, .biz, and .mobi.
About NICE Systems
NICE Systems (NASDAQ:NICE) is the leading provider of Insight from Interactions solutions and value-added services, powered by the convergence of advanced analytics of unstructured multimedia content and transactional data - from telephony, web, email, radio, video, and other data sources. NICE's solutions address the needs of the enterprise and security markets, enabling organizations to operate in an insightful and proactive manner, and take immediate action to improve business and operational performance and ensure safety and security. NICE has over 24,000 customers in 100 countries, including over 85 of the Fortune 100 companies. More information is available at http://www.nice.com.
Date - 20/02/2008
