iYogi deploys NICE solution to enrich customer support

Software-driven customer solutions major NICE Systems has today announced the implementation of its analytics solution for iYogi that offers technical support services to customers globally. The new solution, NICE Process Analytics, as a part of real-time monitoring supports iYogi's cycle of forecasting and scheduling of its tech experts.

NICE Systems president and CEO Zeevi Bregman said that the deployment is a part of investment and expansion in the Indian market, which he said is strategically important for them. The new solution facilitates iYogi to offer informed conversations and improve future interactions with instant analytics.

Raghav Sahgal, president at NICE Asia Pacific, believes that customers are today empowered with smart devices and social media while data is growing drastically, posing challenges to organizations. "NICE sizes the big data opportunity and leverages analytics of structured and unstructured data to take the next best action," he said.

NICE business spans into three verticals- enterprise, financial institutions, and security and surveillance. The company is also eyeing the government sector and said that analytics-centric citizen services is one of their key focus areas.

Uday Challu, CEO, iYogi, said that they receive 1.5 million service requests every quarter. With seven delivery centres across the country, the company resolves 98 per cent of requests remotely. "This implementation is in line with our commitment of quality-driven technology services to customers," Challu added.