The Auto Channel
The Largest Independent Automotive Research Resource
The Largest Independent Automotive Research Resource
Official Website of the New Car Buyer

NICE Real-Time Service Optimization Selected by Agero to Enhance and Accelerate Response to Motorists in Distress

tow truck

The NICE solution provides Agero's contact center agents with real-time guidance and new levels of process automation for complex and dynamic customer interactions

NICE Systems  today announced that Agero, a leading provider of roadside assistance, connected vehicle services and claims management, has selected NICE Real-Time Service Optimization to provide an advanced level of customer response to complicated customer interactions often involving mobile emergencies.

Agero's network of six North American contact centers must quickly respond to a wide array of requests from mobile customers often in situations of distress. The NICE solution will enable the company to analyze these multifaceted customer interactions and apply next-best-action recommendations in the form of real-time guidance for agents, based upon multiple situational factors.

Process automation, including automated procedures for data entry and recording, allows agents to focus on the customer's needs, rather than on desktop complexities, to accelerate the dispatch of responders. When a customer calls an Agero contact center for roadside assistance, for example, the agent's desktop screen will immediately display the specific caller's coverage, what services are currently available, and how to file any appropriate claims.

"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. "The NICE solution gives us a tool to push our response capabilities to new levels of customer satisfaction."

"An important element in providing outstanding customer service today is to simplify how an organization addresses an interaction with a customer," said Barak Eilam, President of NICE Americas. "The fact that our solution was chosen in a rigorous selection process further testifies to our ability to help Agero achieve these goals and maintain a competitive edge in the industry."

Agero vehicle and claims services is trusted by more than 100 leading corporations and provided with the majority of new passenger vehicles sold in the United States. With nearly 40 years of experience, Agero is an industry leader consistently recognized for success in customer service and CRM technology, including winning the CIO 100 Awards, the CRM Excellence Awards, and the Contact Center World Awards. The company is headquartered in Medford, Massachusetts, with operations throughout North America.

NICE Systems is the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE's solutions empower organizations to capture, analyze, and apply, in real time, insights from both structured and unstructured Big Data. This data comes from multiple sources, including phone calls, mobile apps, emails, chat, social media, video, and transactions. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.