Thomson Electronics Installs NICE Agent-Monitoring Systems

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Thomson Consumer Electronics, Lancaster, PA, has implemented agent recording and monitoring solutions from NICE Systems Inc., Ra'anana, Israel, into its customer interaction center.


Thomson will install NICE's newest full-time recording platform, NiceLog 8.5, and the Nice Universe quality-management platform for voice and screen. The systems will be integrated with Thomson's Avaya Definity G3 switch and CentreVu Telephony server, which will enable managers to view synchronized screen and voice recordings when monitoring agents.


Thomson, which has about 400 customer service agents handling about 8 million interactions per year, previously had been using side-by-side live-agent recording and coaching.
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