Orange Poland deploys NICE speech and desktop analytics solutions

Telecom giant Orange Poland has deployed NICE speech and desktop analytics solutions, as well as Real Time Process Optimization to improve its contact center and back office productivity.

Orange Poland has reported more effective agent coaching, better customer service, as well as expected cost savings — within three months of implementation.

NICE’s local implementation partner, CCSoft, has implemented the project.

Orange Poland started upgrading its NICE Call Recording and Quality Management applications as part of its current service enhancement initiative.

NICE solutions including Interaction Analytics (including speech analytics identifying 30 distinct categories of customer calls); Real-Time Activity Monitoring (for desktop analytics at all managerial levels); and Real Time Process Optimization (providing both analytics and workflow automation) will benefit to Orange Poland.

Orange Poland’s 6,000 workstations are currently using NICE tools. As a result, Orange Poland realized measurable benefits in a few months, including call and call transfer reduction, average handle time decrease, and an increase in cross-sell activity.

More targeted call center agent coaching, based on speech and desktop analytics that identify precisely which agents need what guidance were the part of the result from the deployment of NICE solutions.

“We were pleased to see almost immediate results, as NICE’s analytics and optimization tools have enabled us to operate more efficiently and gain deeper insights into our service operation while achieving significant cost savings,” said Jolanta Dudek, Board Member responsible for Customer Relations of Orange Poland.