Global Connections 11/05/12

Cablevisión Argentina, reportedly the largest cableco in the country and one of the largest in Latin America, plans to modernize its customer-service center of more than 1,000 agents with NICE Systems’ Real-Time Analytics and Guidance solutions that include real-time Speech Analytics, Interaction Analytics, Interaction Management and real-time guidance. Notes Sebastian Galletti, customer-care manager at Cablevisión Argentina, “We expect to achieve a significant return on investment in under 10 months by meeting our goals of a 6-percent reduction in average handle time on calls and a 7-percent increase in first-call resolution.”