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Leading Belgian Utilities Contact Center Outsourcer, N-Allo, Upgrades to Integrated NICE SmartCenter Solutions for its 6 VoIP Contact Centers

Posted on: Wednesday, 20 May 2009, 06:00 CDT

RA'ANANA, Israel, May 20 /PRNewswire-FirstCall/ -- NICE Systems Ltd. (NASDAQ: NICE), the global provider of advanced solutions that enable organizations to extract Insight from Interactions to drive performance, today announced that leading Belgian contact center outsourcer, N-Allo, is upgrading to NICE's integrated NICE SmartCenter solution at their 1,300-seat, six VoIP contact centers. The NICE solution will enable N-Allo to leverage the synergies of its integrated VoIP-based recording, quality management, and workforce management solutions to improve customer service levels and operational efficiency throughout the organization.

"While we have been using NICE's quality management and IEX's workforce management solutions separately for several years now, after evaluating our needs we saw the clear value of integrating these capabilities into one solution with a single unified user interface, "said Bernard Questiaux, CTO of N-Allo. "Using the comprehensive NICE SmartCenter solution will provide us with a global view of the issues facing our contact centers today, simplify our administration, and enable us to extract important insights to improve operational efficiencies and customer satisfaction levels."

The NICE solution features the integration of VoIP-based call recording, quality management, and workforce management solutions, all designed to dramatically improve service levels and increase caller satisfaction. By targeting key calls, contact center supervisors will more accurately be able to identify how agent behaviors are impacting quality of service so they can develop programs for sharing best practices as well as programs for performance improvement where needed. Combined with NICE's integrated workforce management offering, supervisors will now be able to schedule their 1,300 agents at the right time for the most relevant coaching sessions to correct sub-optimal agent behavior, all while ensuring that service levels adhere to the company's operational and performance goals.

"The needs of contact centers to meet customer demands for first-rate customer service while running the contact center at maximum cost efficiency and maintaining their customer base, necessitates a robust and comprehensive solution," stated Tamir Ginat, President of NICE EMEA. "N-Allo's upgrade to the comprehensive NICE SmartCenter solution demonstrates our ability to provide contact center managers with a unified view of customer service and operational activities to proactively meet their business goals."

About N-Allo

N-Allo is a subsidiary of Electrabel, Europe's leading energy company part of GDF SUEZ. Formed in 1999 to better address the needs of Electrabel customers, N-Allo was originally specialized in providing contact center services for the utilities sector. Through expertise gained from handling Electrabel's customer contacts, N-Allo became a trusted partner of a wide variety of companies and organizations.. N-Allo currently employs more than 1200 people and achieved turnover of EUR54 million in 2007. More information is available at http://www.n-allo.be/.

About NICE Systems

NICE Systems (NASDAQ: NICE) is the leading provider of Insight from Interactions solutions and value-added services, powered by the convergence of advanced analytics of unstructured multimedia content and transactional data - from telephony, web, email, radio, video, and other data sources. NICE's solutions address the needs of the enterprise and security markets, enabling organizations to operate in an insightful and proactive manner, and take immediate action to improve business and operational performance and ensure safety and security. NICE has over 24,000 customers in more than 135 countries, including over 85 of the Fortune 100 companies. More information is available at http://www.nice.com.

NICE Trademarks:

360degrees View, Alpha, ACTIMIZE, Actimize logo, Customer Feedback, Dispatcher Assessment, Encorder, eNiceLink, Executive Connect, Executive Insight, FAST, FAST alpha Blue, FAST alpha Silver, FAST Video Security, Freedom, Freedom Connect, IEX, Interaction Capture Unit, Insight from Interactions, Investigator, Last Message Replay, Mirra, My Universe, NICE, NICE logo, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NICE Inform, NICE Learning, NiceLog, NICE Perform, NiceScreen, NICE SmartCenter, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse Compact, NiceVision, NiceVision Alto, NiceVision Analytics, NiceVision ControlCenter, NiceVision Digital, NiceVision Harmony, NiceVision Mobile, NiceVision Net, NiceVision NVSAT, NiceVision Pro, Performix, Playback Organizer, Renaissance, Scenario Replay, ScreenSense, Tienna, TotalNet, TotalView, Universe, Wordnet are trademarks and/or registered trademarks of NICE Systems Ltd. All other trademarks are the property of their respective owners.

This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such statements are based on the current expectations of the management of NICE Systems Ltd. (the Company) only, and are subject to a number of risk factors and uncertainties, including but not limited to 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, which could cause the actual results or performance of the Company to differ materially from those described therein. We undertake no obligation to update these forward-looking statements. 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.

SOURCE Nice Systems Ltd.

Source: PR Newswire

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