NICE SmartCenter Solutions Interoperate with Cisco's Products

NICE SmartCenter solutions will now interoperate with Cisco’s three newly announced products: Cisco’s (News - Alert) media capture platform, Cisco SocialMiner for social media management, and Cisco’s new web 2.0 collaboration desktop, Cisco Finesse.

Both companies share a business relationship since 2000 and NICE is a Cisco Solution Developer as well as part of the Cisco Developer Network program (CDN).

The companies note that the new NICE offerings combine Cisco’s solutions with NICE’s Interaction Recording, Quality Management, cross-channel Interaction Analytics, Workforce Management, and Real-time Process Optimization.

According to a release, NICE also interoperates with Cisco Unified Communications (News - Alert) Manager and Cisco Unified Contact Center Enterprise.

Following the agreement between the two companies, Cisco’s media capture platform for recording customer interactions will interoperate with NICE SmartCenter solutions for Quality Management, cross-channel Interaction Analytics and Real-time Process Optimization.

This means that Cisco’s contact center customers can leverage the NICE solutions to uncover customer and business intent and extract strategic customer insights.

Cisco SocialMiner has the ability to enable real-time capture of social media postings, social media campaign management, and routing of posts to appropriate staff for handling.

NICE will do the following: Integrate cross-channel Interaction Analytics for automatic categorization of interactions based on topics and provide root-cause analyses of customer related issues.

As a result of these efforts, organizations will be able to obtain new insights on how to deliver a positive impact on customer experience.

“Our customers rely on us to deliver compelling communications technology and business solutions that drive consistent and continued customer satisfaction,” said Eric LeBow, vice president of Professional Services at Spanlink (News - Alert), a Cisco Authorized Technology Provider Partner and a new NICE partner. “Our partnerships with Cisco and NICE provide us with the means to address the needs of our customers via reliable, innovative and cost-effective solutions. We’re thrilled with the latest development Cisco has made to its collaboration portfolio, and with how well the NICE solution integrates with Cisco’s.”

Udi Ziv (News - Alert), president of the NICE Enterprise Product Group, said, “We are excited about expanding our relationship with Cisco. As Cisco’s momentum in the contact center space has been accelerating greatly, we are looking forward to providing Cisco’s Customer Collaboration solutions with unmatched capabilities for increasing revenue, enhancing customer experience, improving regulatory compliance, and optimizing contact center operations, thereby optimizing Customer Dynamics.”

Read a related article on TMCnet “NICE Given Frost & Sullivan (News - Alert) Leadership Award for Contact Center Agent Performance.”