NICE Mobile Reach Selected by Telef


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The mobile customer care solution will enable Telefónica to engage its
customers in real time by seamlessly bridging between the company’s mobile
app and contact center

RA’ANANA, ISRAEL, February 19, 2013 – NICE Systems (NASDAQ: NICE) today
announced that NICE Mobile Reach, a solution for mobile customer service,
was selected for initial deployment by Movistar, Spain’s largest
telecommunications operator and a brand of Telefónica Spain, one of the
world’s foremost international communications companies. The solution will
serve as a bridge between Movistar’s self-service mobile app and the contact
center, engaging customers based on their intent, profile, and the context
of the interaction. With NICE Mobile Reach, Movistar will increase customer
engagement, improve customer satisfaction, and provide efficient and
effective assisted service across channels.

NICE Mobile Reach enables Movistar customers to seamlessly transition from
the mobile app to assisted service with an agent. When a customer selects
this option, all information about the customer’s activities in the mobile
application will be automatically transferred to the contact center and
immediately displayed on the agent desktop. The Movistar agent will be able
to use the interaction context to immediately start helping the customer in
a highly personalized way. Multimedia collaboration options, such as image
exchange, will further boost the quick and efficient resolution of the
customer’s issue, improving first contact resolution rates and increasing
customer satisfaction.

“We believe that our outstanding customer service is a key differentiator in
our market, and one way to strengthen our position is to make sure that our
mobile application delivers a complete customer experience and resolution,”
said Mario Soro, Director of CRM Technology at Movistar. “NICE Mobile Reach
offers a unique, real-time connection between the self-service channel and
the contact center, and will enable us to provide personalized and effective
service to our mobile customers.”

NICE’s innovative offering will reduce the operator’s service costs by
lowering the average handle times (AHT) of assisted-service interactions and
by reducing the volume of assisted interactions through increased first
contact resolution (FCR). Improvement in these areas further enhances the
overall customer experience. This is expected to help Movistar promote its
mobile app since customers will view it as a highly attractive and relevant
channel for addressing all of their service needs – whether this is
fulfilled through self-service or assisted service.

“Movistar’s selection of NICE Mobile Reach affirms our vision for the
evolution of customer service,” said Benny Einhorn, President of NICE EMEA
and Chief Marketing Officer. “More and more consumers are using their
smartphones and tablets to interact with service providers, and the service
they receive over these devices should reflect the lifestyle and
expectations of such customers. Movistar’s customers will enjoy quicker,
more effective, and highly personalized service.”

Movistar’s selection of the NICE Mobile Reach solution was facilitated by
NICE partner IZO.

About NICE Systems
NICE Systems (NASDAQ: NICE) is the worldwide leading provider of software
solutions that enable organizations to take the next best action in order to
improve customer experience and business results, ensure compliance, fight
financial crime, and safeguard people and assets. NICE’s solutions empower
organizations to capture, analyze, and apply, in real time, insights from
both structured and unstructured Big Data. This data comes from multiple
sources, including phone calls, mobile apps, emails, chat, social media,
video, and transactions. NICE solutions are used by over 25,000
organizations in more than 150 countries, including over 80 of the Fortune
100 companies.

Trademark Note: NICE and the NICE logo are trademarks or registered
trademarks of NICE Systems. All other marks are trademarks of their
respective owners. For a full list of NICE Systems’ marks, please see:

Forward-Looking Statements
This press release contains forward-looking statements as that term is
defined in the Private Securities Litigation Reform Act of 1995. Such
forward-looking statements, including those of Messer Einhorn, are based on
the current expectations of the management of NICE-Systems Ltd. (the
Company) only, and are subject to a number of risks and uncertainties that
could cause the actual results or performance of the Company to differ
materially from those described herein, including but not limited to the
impact of the global economic environment on the Company’s customer base
(particularly financial services firms) and the resulting uncertainties;
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; difficulties or delays in absorbing
and integrating acquired operations, products, technologies and personnel;
loss of market share; pressure on pricing resulting from competition; and
inability to maintain certain marketing and distribution arrangements. 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, including the Company’s Annual Report on
Form 20-F. The forward-looking statements contained in this press release
are made as of the date of this press release, and the Company undertakes no
obligation to update or revise them, except as required by law.

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