NICE Broadens Scope of Solution for Small- to Mid-size Contact Centers, Branches

NICE Systems Ltd., a major player of intent-based solutions that extract insight to impact business performance, reduce financial risk and ensure safety and security, made significant enhancements to NICE Perform eXpress, enabling small- to mid-size contact centers and branches to deliver a differentiated customer experience with a new Quality Management solution that is delivered via an intuitive web client.

Officials with NICE Systems (News - Alert) said that the new version also includes "total recording" to capture all customer interactions, improved call retention and virtualization, expanded support for dozens of additional telephony environments and support for gathering call metadata that is not dependent on the Computer Telephony Integration system.

According to company officials, these enhancements provide small- to mid-size contact centers with capabilities that enable significant improvements to service levels while enhancing regulatory compliance and further reducing total cost of ownership.

"Small- and mid-size contact centers can no longer maintain a competitive edge with simple recording for compliance alone," said Aphrodite Brinsmead, analyst at analyst firm Datamonitor, in a statement.

Brinsmead said that on the one hand, a growing number of them require advanced call recording capabilities to ensure compliance as stricter regulations are enforced. On the other hand, they are seeking access to the same advanced applications that bigger contact centers are using to support the organization's customer-centric goals, while still ensuring operational efficiency as a key competitive differentiator, he said.

Simon Rees, NICE product manager at Dimension Data, said that NICE Perform eXpress experienced tremendous success in the market since its release in mid 2009.

“It is easy to install and maintain, and offers a competitively low total cost of ownership - our clients have responded with much enthusiasm,” said Rees.

He said that NICE's continued and aggressive commitment to delivering enterprise-grade yet cost efficient solutions that are also the most relevant to small- and mid-size contact centers will serve as the ideal springboard for ongoing collaborative success.

“Moreover, expanding NICE Perform eXpress with quality management makes for the ideal means by which our clients can further drive the quality of service they provide their customers," said Rees.

Udi Ziv (News - Alert), president of Enterprise Product Group for NICE said that this new version of NICE Perform eXpress underscores the company’s commitment to addressing the needs of small to mid-size contact centers.

“Furthermore, this latest release of our enterprise-grade solution is ideally suited for our channel partners, enabling them to grow their outreach into potential customers, and for NICE to expand its partner network," said Ziv.

He said that the new NICE Perform eXpress delivers cost-efficient compliance recording with advanced quality management, providing new and advanced capabilities that are no longer the sole domain of larger contact centers.