Alibaba.com, a Chinese b2b e-commerce company, placed an initial order for Nice SmartCenter services for two of its VoIP contact centers.
The Nice services are expected to provide Alibaba.com with a quality management system for improving customer service agent performance, training effectiveness, and customer satisfaction.
Nice Systems has said that its SmartCenter will provide Alibaba.com contact center supervisors with precision quality management to ensure customer satisfaction and foster customer loyalty. It is expected to enable supervisors to 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 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.