T&D World Magazine

NICE SmartCenter Expanded to Improve Customer Service for Southern Co.

Southern Co. has expanded its strategic implementation of NICE SmartCenter to create a more integrated, comprehensive contact center technology environment. Southern Company will replace recording and quality management solutions and will also add screen content analytics.

NICE will provide supervisors of the 850 agents in Southern Co.'s four contact center locations with enhanced technology and tools to support management for improving agent performance, customer satisfaction, and training effectiveness. It will also enable Southern Company's contact center supervisors to proactively evaluate the quality of service provided to customers. By identifying key interactions and correlating them with agent screen activity, supervisors can more effectively determine what steps agents can take to deliver customer service, as well as to develop programs for performance improvement.

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