Case Study: Power Distributor Improves Efficiency

A power distributor has improved its operational efficiency with a solution from NICE Systems.

The solution

AES Eletropaulo, a power distributor in Brazil, has deployed NICE Real-Time Process Optimization in two of its contact centres to help lower the number of repeat calls and reduce average processing time.

The solution integrates with agent desktop applications and provides agent guidance based on call context.

For example, if a customer calls about a billing inquiry, the solution will generate a pop-up message in real time during the conversation to guide the agent with the correct response.

The benefits

By using the solution, the power distributor has achieved:

• A decrease in overall average handle time by 30 seconds per call
• Process improvements in handling billing inquiries which lowered handle time by 2 minutes and 45 seconds
• An increase in first call resolution
• A reduction in the amount of training time necessary for new agents

AES Eletropaulo also developed automated processes and provided agent guidance to reduce Average Handling Time (AHT), errors and repeat calls. Consequently, agents are using their time more effectively, freeing them up to expand their responsibilities to better service their customers.

“The basis of NICE Real-Time Process Optimization creates bidirectional communication with the various windows and elements corresponding to the agent desktop applications screen,” said Ricardo Martins, Customer Relations Manager at AES Eletropaulo. “The solution has helped us to quickly and effectively service our customers while introducing key efficiencies into our operations.”

For more information about Nice Systems, visit their website.