Leading UK Contact Center And Business Process Outsourcer, RHL Selects NICE Perform(tm) To Improve Customer Insight And Satisfaction

Published 25th July 2006

Advanced interaction analytics suite adds on to RHL's current NICE environment...

Ra'anana, Israel, July 25, 2006 - - NICE Systems (NASDAQ: NICE) , the global provider of advanced solutions that enable organizations to extract Insight from Interactions(tm) to drive performance, today announced that leading contact center and business process outsourcer, RHL has selected NICE Perform, through channel partner Sinclair Voicenet, to expand its existing NICE environment with advanced interaction analytics capabilities, at its contact centers across the UK.

RHL is the UK's fastest growing provider of contact center, technology and consultancy services, employing 2,500 agents across six sites. RHL supports live and automated customer interactions across the full customer lifecycle.

RHL and its clients will benefit from NICE Perform's multi-dimensional Interaction Analytics, including key word and phrase spotting, emotion detection, and post-call customer surveys. NICE Perform's interaction analytics will provide RHL with insights into customer and market dynamics, as well as a holistic view of its contact center business. These insights serve as the basis for improving performance and provide the ability to quickly adapt market strategy to continually changing demands. Moreover, RHL will benefit from NICE Perform's unique Agent Coaching solution, which will provide supervisors with targeted tools for improving agent performance, decreasing attrition, and providing immediate feedback on agents' skills and compliance with procedures.

"We are excited a bout implementing the advanced capabilities of NICE Perform," said David Wallace, Chief Executive at RHL. "We believe that with the advanced capabilities of NICE Perform we will further differentiate our company and strengthen our competitive positioning in the contact center and business process outsourcing markets. NICE Perform is key to achieving this goal and to retaining and wining business."

"We are happy that RHL has decided to implement NICE Perform ," said Zvi Baum, NICE President of Enterprise Interactions Solutions . "This reflects once more the strategic value-add NICE Perform brings to our customers in achieving a competitive edge. RHL joins some of our global customers in leading the way towards moving the contact center to the heart of the enterprise."