The Chinese e-commerce company, Alibaba.com, has placed an order for NICE SmartCenter solutions for two of its VoIP contact centers.
The NICE solution is to provide Alibaba.com with a quality management solution for improving customer service agent performance, training effectiveness, and customer satisfaction.
Headquartered in Hangzhou, Alibaba.com has offices in more than 30 cities across mainland China as well as in Taiwan, Hong Kong, Europe and the United States. It recently expanded its business to markets in India, Japan, and Korea.
The company offers business-to-business services that connect buyers and suppliers from around the world.
Andy Li, vice president of Alibaba.com said the NICE SmartCenter would provide them with the ability to enhance customer satisfaction and drive comprehensive business performance improvements.