Innovative technology brings new insights into the customer journey and enhances customer experience
Hoberken, New Jersey, January 31, 2020 /PRNewswire/ -- NICE (Nasdaq: NICE) today announced that Asia Pacific Telecom (APTG) has implemented NICE Nexidia Analytics to improve customer satisfaction. To find a solution that can increase efficiency and determine the root cause of repeated calls, APTG has selected NICE Nexidia Analytics, an industry leader in interactive analytics, to gain valuable insights and enhance the customer journey experience. By using NICE Nexidia, Asia Pacific Telecom's customer satisfaction reached an all-time high of 90%, up 3 percentage points from 87%. One of the contributors is that APTG uses the Quality CentralTM supported by Nexidia Analytics to help them conduct targeted assessments of important customer satisfaction drivers. Preliminary results show that an average assessment conducted on analyzing the cause of incoming calls increased by 33%.
Asia Pacific Telecom mainly provides telecom services to individual and commercial users in Taiwan. Its service content includes broadband landlines, broadband mobile communications and broadband Internet services. The company was founded in 2000 and is headquartered in Taipei, Taiwan. Asia Pacific Telecom aims to provide customers with first-class products and services through service innovation and advanced technology.
NICE Asia Pacific President Darren Rushworth said: “As the winner of the Best Customer Service Innovation Team Award of the Taiwan Customer Service Center Development Association, Asia Pacific is at the forefront of the industry in providing excellent customer service. We are pleased to expand our partnership with Asia Pacific through NICE Nexidia Analytics to provide their employees with tools to further improve customer service.”
NICE Nexidia’s industry-leading interactive analysis project reveals far-reaching insights into the customer journey, including issues in interactive voice response (IVR). By combining insights into customers’ unstructured interactions in the contact center, as well as insights into their individual and integrated customer journeys, businesses can benefit from these results based on information they have not learned from their data before. To learn more about NICE Nexidia Analytic, click here for .
NICE Introduction
NICE (Nasdaq: NICE) is a world-leading cloud and on-premises enterprise software solutions provider, helping businesses make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps businesses of all sizes provide better customer service, ensure compliance, combat fraud and protect public safety. NICE serves more than 25,000 organizations in more than 150 countries around the world, including 85 of Fortune’s top 100 companies. .
