Case Study ON THE NICE SOLUTION ABOUT An industrial software company develops solutions that give enterprises real- time insights so they can make intelligent business decisions. Its clients are primarily Fortune 500 companies in a variety of industries including oil and gas, food and beverage, chemicals and petrochemicals, mining and more. The international company employs over 300 highly trained support engineers that service 100,000 interactions annually and provide technical support in nine languages. The support engineers answer customers’ technical questions about the company’s software such as explaining how features work, installing software and assisting with upgrades. Customer calls are often complex and over 30 minutes long. Many calls also require in-depth research and

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