NICE Interaction Analytics Chosen by Tele-Centre Services to Drive Customer Experience Interactions (CXi) Transformation

NICE data-driven insights automate quality management and provide insights on both customer and agent behaviors

NICE  announced that Tele-Centre Services Pte Ltd, a Singapore-based omnichannel business process outsourcing (BPO) provider, has chosen NICE Interaction Analytics with Quality Central to improve agent satisfaction and business compliance levels. Employing NICE Interaction Analytics provides Tele-Centre the ability to understand customer insights to enhance overall customer satisfaction and help drive business process transformation.

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Tele-Centre Services Pte Ltd provides solutions designed to elevate the customer service experience, overall engagement, and enhance an organization’s reputation throughout Singapore. The deployment of NICE Interaction Analytics allows Tele-centre to provide analytics-focused, data-driven insights to key private and government organizations. To meet these growing needs, NICE successfully demonstrated value to Tele-Centre through a POC (proof of concept) which revealed transformative insights that would significantly impact customer experiences, and position Tele-Centre at the forefront of customer experience interactions.

Nicholas Loh, Managing Director, Tele-Centre, said “NICE’s Interaction Analytics analyzes every interaction and provides insights on customer’s and agent’s behavior for more effective coaching conversations that improve the customer experience. Our goal is to be number one from a customer experience standpoint and I believe we are well equipped to reach that goal with NICE Interaction Analytics and Quality Central. This has enabled Tele-Centre to differentiate our service offering from our competitors by automating our quality management, which allow us to free up time for other more important work such as coaching and surveillance audits.”

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Darren Rushworth, President, NICE International, said “NICE is pleased to support Tele-Centre in their transformational journey towards frictionless customer experiences. By engaging Interaction Analytics, NICE was able to pinpoint the main issues surrounding a client of Tele-Centre and provide invaluable insights with the successful proof of concept. We are excited to assist Tele-Centre in further enhancing all their customer experiences through the adoption of our CXi analytics.”

NICE Interaction Analytics makes connections smarter by providing visibility into the multi-faceted interactions with customers. By obtaining both macro and micro level interaction analytics across all structured and unstructured data, companies gain the ability to organize, analyze, and shape every channel of the customer journey.

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