This week, Globe TeleCom, the country’s leading mobile brand, implemented the NICE Total Voice of the Customer (TVOC) solution. The initiative is part of Globe’s revitalized corporate strategy in achieving the best customer satisfaction.
NICE (Nasdaq: NICE) is the worldwide leading provider of enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. Integrated in Globe’s customer-facing touch points (including the contact center, retail centers, self- service points, outbound calls, and more), NICE TVOC combines instant solicited feedback with sophisticated interaction analytics which will provide Globe the ability to take immediate action for recovery, as well as to identify best practices to be shared with all service representatives.
Various feedbacks from the TVOC solution are utilized for the company to be at par with their customers expectations. TVOC is one of NICE’s solutions that Globe has implemented in their services.
Rebecca Eclipse, Chief Customer Experience Officer at Globe Telecom said that the company chose to partner with NICE as part of their commitment to provide superior customer experience. Eclipse further added that telco is a very dynamic space to be in, which is why it is important for for them to get as much insight as they can about their customers so they can engage them at their ‘moment of truth’ and deliver real impact.
According to Raghav Sahgal, President, NICE APAC, NICE is very proud to conjoin with Globe to create a flawless customer service experience.
“Using the NICE Total Voice of the Customer solution, Globe is on a strong path to bolstering its engagement with both employees and customers in order to improve its customer experience leadership and achieve significant business impact.”, Sahgal added.
