ADT Upgrades Call Centers with New Customer Service Tool

Monitoring and security provider to use NICE Perform system to improve customer service


NICE Systems will be providing its "Perform" customer service management platform to leading security services company ADT to help the security provider improve customer service.

The NICE Perform system is part call-analytics, part call-management device. It offers unique elements like "Agent Coaching" that can help call center managers provide feedback and direction to call center/customer service employees.

The system will be used at all 14 of ADT's 24-hour call centers, which serve millions of the company's security services customers. The purchase of the NICE system by ADT was described as a "multi-million dollar order."

Besides applying analytics to call centers, NICE is also in the field of video analytics and digital surveillance.