Globe deploys CEM suite from NICE

Globe Telecom has become the Philippines’ first operator to implement NICE’s Total Voice of the Customer (TVOC) suite to help improve the customer experience.

The operator has deployed the suite across seven of its customer-facing touchpoints, including the contact center, retail centers, self-service points and outbound calls.

NICE TVOC combines instant solicited feedback with interaction analytics for insight into the drivers of customer satisfaction.

This improved visibility has given Globe the ability to take immediate action for recovery, when necessary, as well as to identify best practices to be shared with all service representatives. Insights from the TVOC solution are being used to bring company services in line with customer expectations.

TVOC is the latest addition to the portfolio of NICE enterprise solutions Globe has implemented, which also include applications for workforce management, interaction analytics and quality optimization.

“Seeing that telco is a very dynamic space to be in, it is important for us get as much insight as we can about our customers so we can engage them at their ‘moment of truth’ and deliver real impact,” said Rebecca Eclipse, chief customer experience officer at Globe Telecom. “Eventually, this will be our competitive edge, as we can quickly identify opportunities to better serve our customers and immediately take action.”