Allsec Selected NICE and Avaya

RA'ANANA, Israel - Allsec, one of India's business process outsourcers (BPO), has placed an order with NICE Systems to implement its solution for contact centers. Allsec will apply NICE's contact center interactions solutions for improved analysis of customer interactions, agent quality monitoring and reporting. The project will be implemented in partnership with NICE partner Avaya GlobalConnect, one of India's enterprise communication solutions providers.

Allsec serves US customers, including Ford Motor and CompuCredit. The Chennai, voice-based BPO firm is planning to list its shares through an initial public offering to fund its expansion program and proposed acquisitions. As part of the expansion program, Allsec has chosen NICE's solutions for its contact centers.

The implementation will focus on Allsec's outbound services. Allsec will apply NICE's solution for analysis and quality monitoring of customer interactions, with a targeted program. These capabilities give contact center supervisors the power to identify which agent behaviors, such as negotiation skills, lead to higher closing rates or higher sales-per-hour.

Additional benefits NICE offers Allsec include capabilities for managing customer interactions with many different clients, while maintaining adherence to confidentiality and protecting proprietary and competitive information. Moreover, the capabilities of the NICE solution will enhance agent training programs by decreasing the time required to train employees.