NICE today announced Asia Pacific Telecom Co. Ltd. (APTG) has implemented NICE Nexidia Analytics to improve customer satisfaction. Seeking a solution that would improve efficiency and determine the root cause for repeat calls, APTG chose NICE Nexidia Analytics, the industry leader in 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.
“As the winner of the Best Customer Service Innovation Team Award by the Taiwan Contact Center Development Association, Asia Pacific Telecom Co. is at the forefront of providing excellence in customer service,” said Darren Rushworth, President of NICE APAC. “We are happy to expand our relationship with Asia Pacific Telecom Co. by adding NICE Nexidia Analytics to provide their employees with the tools to improve their customer service further.”
NICE Nexidia’s industry-leading interaction analytics programs uncover insights into far-reaching areas of the customer journey, including issues in the interactive voice response. By combining insights from customers’ unstructured interactions in the contact center with insight into their individual and combined customer journeys, businesses are able to benefit from these outcomes based on information they have never previously been able to learn from their data.