Infotech Lead India: NICE Systems, a provider of customer experience management solutions and big data analytics, is helping iYogi, a provider of technical support services, capture and analyze “Voice of the Customer” to improve visibility and productivity across multiple geographies and all task types.
The deal with iYogi is part of NICE Solutions’ strategy to expand its core business – services segment – in India, said Raghav Sahgal, president, APAC, NICE Systems.
Customers today are empowered to utilize multiple channels to draw information and insights on the products and services they expect from vendors. Understanding customer demands is crucial for the survival of customer oriented businesses like iYogi.
NICE offers Voice of the Customer (VoC) solution that captures comprehensive VoC data from all interaction and feedback channels to enable organizations to build a cross-enterprise Customer Experience Management strategy.
iYogi, which mainly targets the small and medium business segment, chose NICE to improve operational efficiency and enhance customer experience through Big Data insights and analytics from thousands of service requests every day. iYogi is deploying the NICE solution to holistically manage both voice and non-voice processes serving millions of users annually.
NICE Process Analytics, offered part of its Real-Time Activity Monitoring solution, will help iYogi enable the automatic capture and analysis of all managed processes that take place within a single customer interaction, including tasks performed on both the phone and desktop byTech Experts.
Zeevi Bregman, president and CEO, NICE Systems, views this deployment as the forerunner of many such developments in Indian enterprise sector. According to Bregman, Indian enterprises are fast adopting technologies in order to improve the standard of service delivery. iYogi’s selection of NICE Solutions demonstrates that companies realize the importance of analyzing customer interactions for better service delivery.
iYogi, which employs over 5000 people in India, has majority of its customers in the U.S. NICE solution will also support iYogi’s cycle of forecasting, scheduling, and real-time management of its Tech Experts. Integration with iYogi’s platform will improve customer engagement by identifying knowledge gaps for focused training and performance improvement.
“In order to garner customer loyalty, businesses must be able to resolve customer issues quickly and effectively, and this often demands a collaborative effort across frontline service agents and technical experts,” said Bregman. “The NICE solution offers detailed insights across the organization to enable effective workforce management that includes all service-level agents.”
“Investments in our platform to optimize our performance and improve service levels are essential for us to maintain an edge as we expand our services across new geographies,” said Uday Challu, co-founder and CEO of iYogi. “Our partnership with NICE is in line with this commitment – its solution is ideal for providing Big Data insights and analytics, and will further strengthen our platform and technology leadership.”
In addition to BPO sector, NICE Systems is also exploring opportunities in the government and financial sector. The company, which operates through three centers in India, is rapidly expanding its workforce in India, said Sahgal.
NICE Systems is holding 28.3 percent market share in Speech Analytics market in 2012. According to DMG Consulting, NICE has increased its market share to 28.3 percent, based on number of seats, from 23.2 percent. NICE has the largest number of customers.