You may have heard of Internet registrar and hosting service Go Daddy. We're talking more than 27 million Internet domains under management.
With all of these accounts, you could accurately expect Go Daddy to receive a significant amount of customer calls per day. Stuff like, "how do I point my DNS server to the right address," "why is my web page not loading, etc."
With more than 1,100 customer service agents at three call centers, customer service back-end robustness is obviously a key issue for Go Daddy. So is scalability.
The NICE solution comes with built-in analytics. These analytics can track the common reasons a customer is calling, identify trends in terms of the time of day specific types of calls are placed, speed up average handling time, and identify areas where additional call center agent training is needed.
With that info, best practices can be added and refined.