NICE Systems, a leading global provider of digital voice recording systems, Monday announced that FirstUSA has standardized on NICE’s state-of-the-art call center monitoring and quality management system, NiceUniverse, for all of its customer service centers.
NiceUniverse tracks and records agents’ voice and computer screen activity and provides tools for supervisors and management to evaluate every component of the customer care provided by the call center.
FirstUSA, the largest Visa and MasterCard lender in the nation, is rolling out NiceUniverse to monitor and evaluate the activity of its customer service representatives (CSRs), who serve over 56 million card members. NICE’s computer telephony integrated (CTI) solution will be implemented in multiple sites and the completed implementation is valued at millions of dollars.
Installation of the NiceUniverse system is complete in the majority of First USA’s call centers, with the remaining installation to be completed during 1999.
The open architecture of the NICE recording platform allows NiceUniverse to be integrated with FirstUSA’s existing call center technology. This vast array of technology ensures that all customer inquiries at FirstUSA are handled efficiently and accurately by highly skilled CSRs.
Benny Levin, Chairman and CEO of NICE Systems, commented today: “We are very impressed with FirstUSA’s overall commitment to the call center and to its customer care. NiceUniverse is ideally suited to work within FirstUSA’s existing CTI environment and I am confident that FirstUSA is a company that will truly take advantage of all of the system’s features.”
First USA (), a subsidiary of BANK ONE CORPORATION (NYSE: ONE), is the nation’s largest Visa credit card issuer. First USA offers credit cards for consumers and businesses under the First USA, First Chicago, First Card and Bank One names and on behalf of more than 1,500 marketing partners. BANK ONE, with assets of more than $260 billion, is the nation’s fourth largest bank holding company.
NICE Systems (Nasdaq: NICEY) is a leading global provider of integrated digital recording and quality management solutions. NICE’s innovative solutions help customers improve their business by effectively recording, storing, evaluating and managing voice communications, call data, desktop screens and video. NICE serves the business needs of multiple markets, primarily financial institutions, call centers, air traffic control (ATC) sites, public safety centers, and closed circuit television (CCTV) security installations. The company sells indirectly to customers through its global distribution partners including leading telecommunication providers such as Lucent Technologies, Siemens, Alcatel, IPC Information Systems and ETRALI, and a growing distributor network around the world. NICE’s corporate headquarters are based in Israel with subsidiary companies and local offices in the United States, Canada, Germany, United Kingdom and France.
This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such statements are based on the current expectations of the management of NICE Systems Ltd. (the Company) only, and are subject to a number of risk factors and uncertainties, including but not limited to changes in technology and market requirements, decline in demand for the company’s products, inability to timely develop and introduce new technologies, products and applications, loss of market share, pressure on pricing resulting from competition, inability to maintain certain marketing and distribution arrangements, which could cause the actual results or performance of the company to differ materially from those described therein. For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company’s reports filed from time to time with the Securities and Exchange Commission.Details