FEATURE: NICE wins GoDaddy analytics contract

Nice to power GoDaddy contact center analytics
The big U.S. domain-hosting firm GoDaddy.com has chosen the NICE Perform analytics package to better track customer satisfaction and contact center efficiency. NICE Perform will be deployed in three VoIP-based contact centers with more than 1,100 agents. NICE's interaction analytics solution will support the projected growth of Go Daddy's contact centers. GoDaddy manages 27 million URLs (one third of the world's top-level domains) and is  the world's largest domain name registrar. It also operates a large web hosting business.

Israeli based Nice Systems specializes in analytics solutions for contact centers and has solutions running in most Fortune 100 companies. The Nice package scrutinizes 100 percent of calls to provide trends so managers can exploit cost and efficiency savings as well as sales generation and up-sell opportunities.

Intelligent analytics packages are being increasingly deployed into larger centers seeking to better understand customer interactions and support functions. Contact centers typically generate large amounts of data and almost every RFP for any large center will include a specification for both speech and performance analytics. Speech packages mine actual calls for key words while performance tools track more structured uses such as call length and outcomes. Release 

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