NICE Systems announced that BB&T has selected NICE SmartCenter suite to improve customer service provided by its contact center agents.
NICE SmartCenter is a suite of pre-packaged business solutions that address specific business issues, powered by functional components spanning call recording, quality management, multi-channel interaction analytics, workforce management and performance management.
The business solutions address interactions across a variety of channels, from audio, email and chat to social media and text messaging, and include nine packaged offerings which can be deployed on premise, in a hosted model, or via a managed service. They can be implemented standalone or fully integrated with customer relationship management and business intelligence solutions.
Founded in 1872, BB&T is among the largest financial-holding companies in the U.S, with more than $165 billion in assets, as of Sept. 30, 2009.
"NICE leads the market in helping financial services companies build enduring and profitable customer relationships, while reducing costs," Yochai Rozenblat, president NICE Americas, said in a release.
"The selection of NICE by BB&T confirms this longstanding leadership in providing advanced solutions for achieving regulatory compliance, reducing costs, and improving operational efficiency and customer satisfaction," Rozenblat added.