- BT deploys solutions from longstanding partner across “additional lines of business” to optimise processes and boost customer retention.
Solutions from software provider NICE Systems are to be used by “all contact centre staff” at BT Group. NICE solutions already serve BT Consumer’s lines of business, and will now be used by call agents serving enterprise customers (BTwatch, #289 and #304).
BT is “standardising” the provider’s Nexidia Analytics and NICE Engage offerings, and cited their ability to create efficiencies, ensure regulatory compliance, and improve both customer experience and employee engagement, NICE’s announcement said.
Nexidia Analytics provides insights into customer and agent behaviour based on speech and text interactions, while NICE Engage is a multichannel recording, archiving, and streaming platform. Together, the solutions are said to provide usable intelligence on customer needs and employee performance, and have purportedly played a “pivotal role” in upping the percentage of first call resolutions and BT’s Net Promotor Score.
The Group began deploying a number of NICE’s solutions across its contact centre operations back in 2017, in a move to centralise back‑office functions and lower costs. Israel-based NICE claims to serve more 25,000 organisations from 150 countries, offering a range of data security, surveillance, and telephone voice recording systems. It is one of the most valuable Israeli companies trading on the New York Stock Exchange.