NICE Sweeps 2008 ContactCenterWorld.com Members’ Choice Awards, Winning for Interaction Analytics, Workforce Management, and Quality Management
Customers vote NICE SmartCenter solutions as the industry’s best
Ra’anana, Israel, June 2008 - NICE Systems Ltd. (NASDAQ: NICE) , a leading global provider of advanced solutions that enable organizations to extract Insight from Interactions to drive performance, today announced that it has won three of ContactCenterWorld.com’s 2008 Members Choice awards in the Americas, winning in three key categories: Best in Class Contact Center Analytics Solution, Best in Class Workforce Management Solution, and the Top Class Recording/Quality Monitoring solution. The awards are unique in that they are based on user votes rather than a judging panel. The Awards are based entirely on customer feedback and recognize industry solution providers who sell products or services to contact centers. Winners are those vendors who receive the highest average scores (on a ten-point scale) as voted by their customers.
“ We are excited about winning these important industry awards, in the three most critical categories to our contact center customers,” said Moshe Egert, President, Enterprise Group, NICE. “This is further validation of the unique business value our Interaction Analytics solution brings to our customers, and how it along with NICE’s solutions for quality management and workforce management are leading the industry in innovation. It is especially gratifying because this award is based on customer feedback, clearly reflecting our customers’ satisfaction. We thank our loyal customer base for its consistent support and reiterate our commitment to innovation and outstanding customer satisfaction. "
The award winning solutions are part of the NICE SmartCenter family of solutions. By combining the capabilities of the NICE SmartCenter solutions contact center management can improve agent behaviors for increased customer satisfaction, address the key business issues that impact contact center management effectiveness and efficiency, and better align the contact center with the strategic goals of the enterprise.
NICE’s Interaction Analytics improve contact center operational efficiency and drive strategic enterprise initiatives such as improving customer loyalty and retention, and increasing sales and marketing effectiveness. Interaction Analytics from NICE enables organizations to automatically identify key business issues, prioritize them and ultimately resolve them by performing an advanced root-cause analysis that is based on data-driven insights that were previously unavailable to decision makers.
IEX TotalView Workforce Management from NICE provides a centralized platform for optimizing the performance of the contact center. It helps contact center supervisors forecast and plan more accurately and schedule more effectively. The solution supplies real-time information, enabling supervisors to better manage the performance of the workforce and operation. With IEX TotalView, contact centers can integrate data seamlessly across the enterprise and automate many time-consuming and labor-intensive processes. The system provides total visibility into every area of the contact center operation, enhancing performance, improving productivity, streamlining tasks, and integrating data in the operation.
Quality management (QM) from NICE introduces the full circle of QM for improving agent performance, customer satisfaction, and training effectiveness. The NICE offering leverages the advanced capabilities of NICE’s Interaction Analytics, and is fully integrated with NICE’s Agent Coaching and post-call customer feedback solutions. NICE’s Interaction Analytics are leveraged for precision QM, which enables supervisors to target specific customer interactions, vs. random sampling, for a better understanding of which agent behaviors are the most productive and successful. For corrective action where agent behaviors are less successful NICE’s Agent Coaching solution enables contact center supervisors to create personalized coaching packages. Furthermore, by correlating customer feedback to supervisors’ evaluations enables management to compare internal vs. customer perception of agent performance for accurately gauging the effectiveness and relevance of internal QM processes and metrics.
Trademark Note: 360° View, Alpha, ACTIMIZE, Actimize logo, Customer Feedback, Dispatcher Assessment, Encorder, eNiceLink, Executive Connect, Executive Insight, FAST, FAST alpha Blue, FAST alpha Silver, FAST Video Security, Freedom, Freedom Connect, IEX, Interaction Capture Unit, Insight from Interactions, Investigator, Last Message Replay, Mirra, My Universe, NICE, NICE logo, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NICE Inform, NICE Learning, NiceLog, NICE Perform, NiceScreen, NICE SmartCenter, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse Compact, NiceVision, NiceVision Alto, NiceVision Analytics, NiceVision ControlCenter, NiceVision Digital, NiceVision Harmony, NiceVision Mobile, NiceVision Net, NiceVision NVSAT, NiceVision Pro, Performix, Playback Organizer, Renaissance, Scenario Replay, ScreenSense, Tienna, TotalNet, TotalView, Universe, Wordnet are trademarks and/or registered trademarks of NICE Systems Ltd. All other trademarks are the property of their respective owners.
This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such statements are based on the current expectations of the management of NICE Systems Ltd. (the Company) only, and are subject to a number of risk factors and uncertainties, including but not limited to changes in technology and market requirements, decline in demand for the Company’s products, inability to timely develop and introduce new technologies, products and applications, difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel, loss of market share, pressure on pricing resulting from competition, and inability to maintain certain marketing and distribution arrangements, which could cause the actual results or performance of the Company to differ materially from those described therein. We undertake no obligation to update these forward-looking statements. For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company’s reports filed from time to time with the Securities and Exchange Commission.
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