Infotech Lead America: Agero, a provider of roadside assistance and claims management, has selected NICE Real-Time Service Optimization to provide response to customer interactions often involving mobile emergencies.
The NICE solution will enable the company to analyze customer interactions and apply recommendations in the form of real-time guidance for agents, based upon multiple situational factors.
Agero selected NICE as its network of six North American contact centers need to respond to an array of requests from mobile customers often in situations of distress.
“We respond to over 12 million vehicle owner requests annually and virtually all of them are time sensitive, so we are always searching for new technologies that speed up and improve the provision of help to the customer,” said Robert Camacho, Agero vice president of Contact Center Operations.
