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Child Support Agency implements analytics to resolve disputes

Child Support Agency implements analytics to resolve disputes

Rolled out to 3300 agents across 14 sites

Australia's Child Support Agency (CSA) is rolling out analytical software across 14 sites to be used by 3300 agents to improve dispute resolution and operational efficiency.

The interactive analytics capabilities will allow CSA agents to identify reasons behind the calls, improve dispute resolution and identify high-risk scenarios.

The CSA, which is part of the federal Department of Human Services, helps more than 1.4 million parents manage their child support responsibilities and assist in the transfer of payments for 1.1 million children across Australia.

It is halfway through a major service delivery improvement program and employs 4000 staff.

NICE Systems Ltd was selected to provide its Adaptive Interaction Analytics software which it describes as an 'automated, iterative, self-learning solution'.

The company's APAC president, Doron Ben Sira, said the solution boasts a high degree of accuracy analyzing all interactions.

"This capability leverages customer interactions to proactively identify trends, anticipate opportunities, adjust processes to meet business objectives and take action at the right time," he said.

NICE has over 24,000 customers in 100 countries, including over 85 of the Fortune 100 companies.

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