NICE Real-Time Service Optimization Selected by Agero to Enhance and Accelerate Response to Motorists in Distress


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The NICE solution provides Agero’s contact center agents with real-time
guidance and new levels of process automation for complex and dynamic
customer interactions

Ra’anana, Israel, June 4, 2013 – NICE Systems (NASDAQ: NICE) today announced
that Agero, a leading provider of roadside assistance, connected vehicle
services and claims management, has selected NICE Real-Time Service
Optimization to provide an advanced level of customer response to
complicated customer interactions often involving mobile emergencies.

Agero’s network of six North American contact centers must quickly respond
to a wide array of requests from mobile customers often in situations of
distress. The NICE solution will enable the company to analyze these
multifaceted customer interactions and apply next-best-action
recommendations in the form of real-time guidance for agents, based upon
multiple situational factors.

Process automation, including automated procedures for data entry and
recording, allows agents to focus on the customer’s needs, rather than on
desktop complexities, to accelerate the dispatch of responders. When a
customer calls an Agero contact center for roadside assistance, for example,
the agent’s desktop screen will immediately display the specific caller’s
coverage, what services are currently available, and how to file any
appropriate claims.

“We respond to over 12 million vehicle owner requests annually and virtually
all of them are time sensitive, so we are always searching for new
technologies that speed up and improve the provision of help to the
customer,” said Robert Camacho, Agero vice president of Contact Center
Operations. “The NICE solution gives us a tool to push our response
capabilities to new levels of customer satisfaction.”

“An important element in providing outstanding customer service today is to
simplify how an organization addresses an interaction with a customer,” said
Barak Eilam, President of NICE Americas. “The fact that our solution was
chosen in a rigorous selection process further testifies to our ability to
help Agero achieve these goals and maintain a competitive edge in the

About Agero
Agero vehicle and claims services is trusted by more than 100 leading
corporations and provided with the majority of new passenger vehicles sold
in the United States. With nearly 40 years of experience, Agero is an
industry leader consistently recognized for success in customer service and
CRM technology, including winning the CIO 100 Awards, the CRM Excellence
Awards, and the Contact Center World Awards. The company is headquartered in
Medford, Massachusetts, with operations throughout North America.

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 the statements by Messer Eilam, 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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