Technical support company deploys new solution

iYogi has chosen NICE Systems to help improve operational efficiency and enhance customer experience through Big Data insights and analytics from thousands of service requests every day.

NICE Process Analytics, part of its Real-Time Activity Monitoring solution, will enable the automatic capture and analysis of all managed processes that take place within a single customer interaction, including tasks performed on both the phone and desktop by Tech Experts.

The NICE solution will also support the company’s cycle of forecasting, scheduling, and real-time management of its Tech Experts. Integration with iYogi’s platform will improve customer engagement by identifying knowledge gaps for focused training and performance improvement.

“The holistic optimization and management of employees across voice and non-voice tasks is an emerging trend within enterprises globally. In order to garner customer loyalty, businesses must be able to resolve customer issues quickly and effectively, and this often demands a collaborative effort across frontline service agents and technical experts,” said Zeevi Bregman, President and CEO, NICE Systems.

“The NICE solution offers detailed insights across the organization to enable effective workforce management that includes all service-level agents.”

“End-users consistently rate iYogi very high for professionalism and customer service levels, and it is this that has helped us secure a leadership position in the tech support industry. Investments in our platform to optimize our performance and improve service levels are essential for us to maintain an edge as we expand our services across new geographies,” said Uday Challu, Co-founder and CEO of iYogi.

“Our partnership with NICE is in line with this commitment – its solution is ideal for providing Big Data insights and analytics, and will further strengthen our platform and technology leadership.”