Case Study: Power Distributor Improves Efficiency 331 Filed under - Archived Content, Case Studies, NICE A power distributor has improved its operational efficiency with a solution from NICE Systems. The solution AES Eletropaulo, a power distributor in Brazil, has deployed NICE Real-Time Process Optimization in two of its contact centres to help lower the number of repeat calls and reduce average processing time. The solution integrates with agent desktop applications and provides agent guidance based on call context. For example, if a customer calls about a billing inquiry, the solution will generate a pop-up message in real time during the conversation to guide the agent with the correct response. The benefits By using the solution, the power distributor has achieved: A decrease in overall average handle time by 30 seconds per call Process improvements in handling billing inquiries which lowered handle time by 2 minutes and 45 seconds An increase in first call resolution A reduction in the amount of training time necessary for new agents AES Eletropaulo also developed automated processes and provided agent guidance to reduce Average Handling Time (AHT), errors and repeat calls. Consequently, agents are using their time more effectively, freeing them up to expand their responsibilities to better service their customers. Ricardo Martins “The basis of NICE Real-Time Process Optimization creates bidirectional communication with the various windows and elements corresponding to the agent desktop applications screen,” said Ricardo Martins, Customer Relations Manager at AES Eletropaulo. “The solution has helped us to quickly and effectively service our customers while introducing key efficiencies into our operations.” For more information about Nice Systems, visit their website. Author: Megan Jones Published On: 26th Nov 2014 - Last modified: 12th Dec 2018 Read more about - Archived Content, Case Studies, NICE Related Reports eBook: Cut Contact Center Costs Without Straining Employees Report: The State of the Market for Workforce Engagement Solutions eBook: Hit Business Goals, Engage Agents, and Delight Customers eBook: Break Outdated WFM Paradigms Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter