Western Union is rolling out a customer analytics product from NICE Systems (NICE).
Western Union will use the analytics to improve customer service and problem resolution, according to the companies' joint press release Tuesday. Western Union also plans to use NICE's customer interaction management product to standardize its customer service procedures, according to the release.
"Implementing strategic technologies like those included in the NICE customer interaction management solutions will allow us to take a more proactive approach to problem resolution, thereby improving not only the customer experience, but corporate productivity metrics as well," Western Union's head of global customer care Steven Sigman said in the release.
