www.nice.com UPC Netherlands UPC NL, the cable and media company serving more than 2.1 million households in the Netherlands, was looking for ways to increase customer satisfaction, improve operational efficiency and boost profitability. With the help of NICE Real-Time Process Optimization (RTPO), UPC call center agents are now able to “place greater focus on customers”, making customer experience an optimal one. The company also saw a significant reduction in Average Handling Time (AHT) of more than 20 seconds and an almost 40% increase in the success of sales promotions and in service-to-sales conversion rates. UPC realized return on investment (ROI) in less than 6 months. About UPC Netherlands UPC NL is part of UPC Broadband, Liberty Global’s European cable division. The cabl

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