Katie Evans , Managing Editor, International Research
Global e-commerce leader to leverage NICE SmartCenter solutions to drive contact center business performance improvements
Ra’anana, Israel, December 22, 2008 - NICE Systems Ltd. (NASDAQ: NICE), the global provider of advanced solutions that enable organizations to extract Insight from Interactions to drive performance, today announced that Chinese e-commerce giant Alibaba.com, the world`s leading B2B e-commerce company, placed an initial order for NICE SmartCenter solutions for two of its VoIP contact centers. The NICE solution will provide Alibaba.com with a comprehensive quality management solution for improving customer service agent performance, training effectiveness, and customer satisfaction.
The flagship of the Alibaba Group, Alibaba.com offers business-to-business service that connect s millions of buyers and suppliers from around the world, and recently expanded its business to markets in India, Japan, and Korea. The Alibaba Group also includes Taobao – China`s largest consumer e-commerce company , Alipay – Safe and secure online payment, Yahoo! Koubei – Online classified listings for local services and search, and Alisoft – Internet-based business management software.
NICE SmartCenter will provide Alibaba.com contact center supervisors with precision quality management to ensure customer satisfaction and foster customer loyalty. It will enable supervisors to proactively evaluate and improve the quality of service provided to customers calling about Alibaba.com’s services and for technical support. By targeting key calls as well as correlating them with agent screen activity, supervisors will be able to more accurately identify how agent behaviors are impacting quality of service, and develop programs for performance improvement where needed.
Andy Li , Vice-President of Alibaba.com said, “NICE SmartCenter will provide us the ability to enhance customer satisfaction and drive comprehensive business performance improvements. We are committed to providing outstanding customer service, and believe that with the NICE solution we will be able to better understand and satisfy the expectations and requirements of our customers, while improving operational efficiency.”
“We are very happy to have been chosen by Alibaba.com, a leading global e-commerce company,” said Doron Ben-Sira, President of NICE APAC. “This illustrates our leadership in providing the most advanced set of contact center solutions and demonstrates the key role we play in helping organizations all over the world further enhance their performance.”
The Alibaba Group`s flagship company, Alibaba.com is the world`s leading B2B e-commerce company, serving small and medium-size enterprises (SMEs) in China and around the world. Alibaba.com Limited (HKSE:1688) connects millions of buyers and suppliers from around the world every day through three marketplaces: an English-language marketplace (alibaba.com) for global importers and exporters, a Chinese-language marketplace (alibaba.com.cn) for domestic trade in China, and, through a joint venture, a Japanese-language marketplace (alibaba.co.jp) facilitating trade to and from Japan. Together, its marketplaces form a community of 36 million registered users from over 240 countries and regions. Headquartered in Hangzhou, Alibaba.com has offices in more than 30 cities across mainland China as well as in Taiwan, Hong Kong, Europe and the United States.
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 more than 135 countries, including over 85 of the Fortune 100 companies. More information is available at http://www.nice.com.
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This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such statements are based on the current expectations of the management of NICE Systems Ltd. (the Company) only, and are subject to a number of risk factors and uncertainties, including but not limited to 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, which could cause the actual results or performance of the Company to differ materially from those described therein. We undertake no obligation to update these forward-looking statements. 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.