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NICE Alliance and Investment in CustomerSat Delivers Online Customer Feedback for Contact Centers
Joint "360-degree" Solutions Help Contact Centers Increase Customer Loyalty
Ra'anana, Israel, June 13th, 2000 - NICE Systems (NASDAQ:
NICE), a world leader in digital recording and quality management
solutions for contact centers, and CustomerSat.com, Inc.,
the premier provider of online customer satisfaction measurement
and reporting services, have entered into a strategic alliance
including a minority investment in CustomerSat.com by NICE.
The alliance involves integration, joint development, and
marketing of CustomerSat.com's solutions by NICE.
Yuval Ofek, president of NICE Systems' Customer Experience
Management Division, said, "Our partnership with, and investment
in, CustomerSat.com is further proof of our commitment to
provide the services and technologies for the contact center
of the future. The contest is on for customers' life-long
loyalty, and one of the absolutely critical areas is the contact
center. CustomerSat.com's Web Survey Services provide contact
centers with a strong strategic advantage."
CustomerSat.com's president and CEO John Chisholm commented,
"We're extremely pleased with our strategic alliance with
NICE to provide joint solutions to the contact center market.
Together with NICE and our alliance with J.D. Power and Associates,
a name synonymous around the globe with customer satisfaction
and also an investor in CustomerSat.com, we are poised for
success in this highly competitive fast-moving market.
"CustomerSat.com technology represents the next step in customer
relationship management," continued Chisholm. "Formerly, a
company's understanding of the customer experience was often
limited to a contact center supervisor's perceptions. The
integrated NICE-CustomerSat.com solution provides online,
'360-degree' feedback for the contact center: supervisor perceptions
coupled with direct customer feedback. Our solutions will
provide companies with the internal and external
information necessary to make smart and timely decisions."
CustomerSat.com combines proprietary leading-edge technology
with proven market research techniques. The company's technology
is comprised of three main elements: 1) online data collection
with real-time access to survey results in formats ranging
from raw data to the most sophisticated analysis and reports,
with tools allowing users to "slice-and-dice" survey results
any way they wish; 2) user-friendly, Web-based design systems
enabling clients to create and automatically host surveys;
and 3) systems engaging customers to complete surveys through
pop-up screens while entering or exiting client Web sites
or through personalized email invitations. For CustomerSat.com
clients, the entire service is Internet-based, from initial
survey design to the ultimate reporting of results and responsive
actions.
About CustomerSat: The Internet Survey Experts
CustomerSat.com is a leading provider of Internet-enabled
market research and customer satisfaction measurement services.
Combining decades of experience in market research with expertise
in leading-edge Internet technology to deliver innovative
customer and market intelligence solutions to clients, it
has developed proprietary methods to enhance the effectiveness
of Web and e-mail surveys, WebFocus groups and real-time Web-based
graphical reporting. CustomerSat.com can be accessed through
the Internet at www.CustomerSat.com
or using e-mail: expert@customersat.com.
 Phone: 650.237.3300.; and fax: 650.854.2135.
About NICE
NICE (NASDAQ: NICE) headquartered in Ra'anana, Israel,
is a worldwide leader of multimedia digital recording solutions,
applications and related professional services that address
various business interaction models. NICE products and solutions
are used in contact centers, trading floors, air traffic control
(ATC) sites, CCTV security installations and Government markets.
The company operates in more than 60 countries through a network
of partners and distributors. NICE's synergistic technology
platform enables customers to capture, evaluate and analyze
business interactions in order to improve business processes
and gain competitive advantage. The common theme of NICE business
strategy is the "mantra" of Listen, Learn, Lead.
Trademark note: NICE, NiceLog, NiceCLS, NiceVision, NiceUniverse,
NiceUniverse LIVE, NiceFix, NiceCMS, NiceCall and logos are
trademarks or registered trademarks of NICE Systems Ltd. All
other names and trademarks are property of their respective
owners. © 2000. NICE Systems Ltd. All rights reserved.
CustomerSat, PopUp-on-Exit, and Positive Respondent Identification
are trademarks of CustomerSat.com, Inc.
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