American Airlines Enhance Customer Experience
USA - NICE SmartCenter suite helps American Airlines respond quickly
NICE Systems and American Airlines today announced that American Airlines is achieving improvements in customer experience following a successful deployment of the integrated best-of-breed applications of the NICE SmartCenter suite, including NICE Interaction Analytics solution.
The deployment also included NICE Recording and NICE Quality
Management and follows American Airlines' earlier implementation
of NICE IEX Workforce Management.
The systems NICE offers enable American to rely on these
behind-the-scene capabilities to efficiently monitor and
analytically assess the individual and collective experiences of
its customers when they contact American's reservations and
customer support centers.
The value-add that NICE solutions delivered to American
include being able to find better ways to understand trends in
customer calls and how to more effectively provide services to
them. Additionally, the system has been leveraged to assist
management in making key process improvement decisions.
Bella Goren, American Airlines' Senior Vice President, Customer
Relationship Marketing and Reservations, said, "With American's
strong focus on continually enhancing our customers' experience,
the NICE system and its advanced interaction analytics
capabilities are helping us to efficiently identify areas of
success and opportunities for improvement."
"The integrated best-in-class suite of applications offered by
NICE helps enterprises deal with customer satisfaction from an
operational and strategic point of view, and we are seeing more
and more organizations recognize the strong added value and
quick return on investment offered by the NICE solutions," said
Barak Eilam, Chief Business Officer, Americas, at NICE.
"The fact that American Airlines chose NICE to replace their previous recording and quality management systems speaks to the strength of our suite. In addition, the advanced interaction analytics capabilities we offer support American's efforts in enhancing the overall effectiveness of its contact centers." Info www.nice.com.
