Vertex, a leading international Customer Management Outsourcing business with clients in the private and public sectors, has been presented with the Technology Innovator award by NICE Systems, provider of contact centre automation software.
NICE Systems (NASDAQ: NICE) present a small number of awards each year to companies that create value through technical innovation.
Tamir Ginat, NICE’s EMEA President, awarded Vertex the Technology Innovator honour in recognition of Vertex’s imaginative use of NICE’s Interaction Analytics. This solution listens to incoming customer calls, turns the customer’s speech into text and then turns this text into actionable insight data.
The award was accepted on behalf of a cross functional team of Vertex experts who designed and implemented the end-to-end solution. The team included representatives from the areas of Consulting, Customer Management Delivery and Solutions & Technology.
The Vertex approach uncovers the drivers of “avoidable contact”, enabling the mapping of outcomes so that better end-to-end processes can be developed for efficiency and enhanced customer experience.
The solution is already being used extensively on a large retailer client account with impressive results. The team’s sector insights, client understanding and six sigma methods are being used to maximize the impact of the Interaction Analytics tool for the client and its customers’ benefit.
Elsewhere, Vertex’s Consulting team is rolling out this approach to current and potential clients so that it can add to clients’ customer service activities.
Susie Buffam, EVP Shared Services at Vertex commenting on the award win said: “We’re really pleased to have received this prestigious award. Using technology to help our clients and their customers is such an important part of what we do and of course it’s great that the team’s innovation has been recognised.
I would like to congratulate everyone involved in winning this award but particularly Simon Harrison, the large retailer account Customer Insight Manager, Peter Crosslands and Fotis Gregori, Customer Insight Analysts, and Andrew Fitzsimmons, Solutions & Technology Project Manager.”
For more information please visit Vertex.