eBay taps NICE Interaction Analytics solution and saves $2.4 million

eBay Enterprises has selected NICE Interaction Analytics solution to help its client reduce average handle time and saves $2.4 million.

According to the company, its main aim was to lower average handle time (AHT), deliver consistent, high quality service and enhance the consumer experience.

eBay Enterprise processes roughly 17 million contacts per year on behalf of its retailers, across a full range of channels including phone, chat, email and social media.

NICE solution has helped eBay Enterprises in redesigning process call flows for efficiency, improving overall efficiency and the customer experience and creating a 17 percent average AHT reduction.

eBay Enterprise has also saved $2.4 million over a 21 month period for a single client.


Additionally, eBay Enterprise created an Intelligent Commerce Care model based on the analysis of multiple contact types.

NICE has helped to gain insight into cost per contact, analyze volume patterns and trends, evaluate agent performance based on contact type AHT, and correlate AHT, dissatisfaction and repeat calls to identify areas that required attention.

This apart, the company can also identify the reason for the silence and recognize where certain agents needed additional support by using analytics categories to focus on high periods of silence.

“Retail is competitive, with expanding consumer expectations, and we are focused on providing our clients with valuable insights into consumer interactions to help them improve the overall consumer experience, increase satisfaction and ultimately drive revenue,” said Robin Gomez, Director, Operational Excellence, eBay Enterprise.

Shilpa Khatri

[email protected]

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