NICE (Nasdaq: NICE) has announced Asia Pacific Telecom Co. Ltd. (APTG) has implemented NICE Nexidia Analytics to improve customer satisfaction, the company said.
Seeking a solution that would improve efficiency and determine the root cause for repeat calls, APTG chose NICE Nexidia Analytics, the industry provider of interaction analytics, to uncover valuable insights to enhance the customer experience journey.
Through the use of NICE Nexidia, customer satisfaction is at an all-time high of 90 percent, a 3 percentage point increase from 87 percent. A contributing factor to this is APTG´s use of Nexidia Analytics powered Quality CentralTM, which helps them to perform targeted evaluations on important customer satisfaction (CSAT) drivers. The initial results demonstrated a 33 percent increase in the average evaluations performed on analytics-targeted calls.
APTG provides telecommunication services to personal and business users primarily in Taiwan. Its services include broadband fixed line, broadband mobile communication and broadband Internet services. The company was founded in 2000 and is based in Taipei, Taiwan. Their objective is to bring their customers best in class products and services through service innovation and cutting-edge technology.
NICE is the world´s provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data.