NICE desktop automation drives digital transformation

NICE (Nasdaq: NICE) has announced that its Desktop Automation solution has helped deliver significant annual savings via productivity improvements and error reductions to Liq, a provider of CRM and BPO solutions operating in Latin America´s telecom and financial services domains, the company said.

Liq has also benefitted from 10 to 15 percent faster agent onboarding, 9 percent reduction of average handling time (AHT) as well as improved agent productivity and accuracy. In honor of the improvements made, NICE recently presented Liq with a 2018 NICE inContact CX Excellence award.

A large, newly acquired telecom client tasked Liq with establishing a new home for their outsourced Pay TV contact center operations comprising 1,400 agents, and wanted to ensure profitability within six weeks of implementation.

With more than 40,000 employees and 16 contact centers that manage more than 1 billion customer interactions every year, Liq is the customer experience company in Brazil. Focused on innovation, the company brings consumers and brands closer together by providing complete solutions including for BPO and CRM, as well as strategies for trade and Live Marketing. Liq focuses on people and relationships, and takes an all-line approach (covering retail, voice, chat, e-mail and digital channel) to creating customized, intelligent and straightforward solutions focused on the final consumer. For more information visit:

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. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions.