ADT Selects NICE to Bolster Customer Service Among 4,200 Call Center Agents
RUTHERFORD, N.J.
NICE Systems, provider of advanced analytics of unstructured multimedia content, has announced that ADT Security Services has placed a multimillion-dollar order for NICE Perform® to be implemented at its 14 24-hour centers for 4,200 agents serving millions of customers. ADT selected NICE Perform as part of an overall initiative to improve customer service.
ADT also hopes to benefit from the service’s Agent Coaching solution along with capabilities for cross-referencing results with inputs from agent screen analytics. This will provide supervisors with targeted tools for improving agent performance, decreasing attrition and providing immediate feedback on agents’ skills and compliance with procedures.
“ADT’s quality team is very excited about the robust coaching and training features offered by NICE Perform,” according to Jim Schwitter, national director of quality assurance, ADT. “In an industry where customer safety depends on quality service, this technology has great potential to enhance the level of service we provide.”
