NICE Systems Wins Award for Workforce Optimization Solution

As a provider of workforce optimizations solutions, NICE Systems (News - Alert) helps businesses improve overall performance and agent productivity, and it has recently received the Customer Value Enhancement of the Year Award, North America 2011 from Frost & Sullivan (News - Alert), an analyst firm.

Each year, Frost & Sullivan awards companies that have demonstrated excellence in improving ROI and creating value for other organizations. The Customer Value Enhancement Award recognizes the business that bests implements strategies to impact business performance, reduce financial risk, and ensure safety and security. NICE Systems’ Contact Center Real-time Decisioning and Agent Guidance  solution provides increased revenue, enhanced customer experiences, and optimized contact center and back-office operations.

  “We are pleased to be presented with this award from Frost & Sullivan, reflecting the unique value we provide our customers with our real-time solutions delivering a real-time impact on customer experience and business success,” said Udi Ziv (News - Alert), president of the NICE Enterprise Group.

Serving contact centers of all sizes, from SMB’s to the enterprise, NICE Systems enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. Keith Dawson (News - Alert), principal analyst for Frost & Sullivan said, “With NICE’s real-time decisioning capabilities agents no longer have to ‘duck out’ of an application to open a new program to find customer data, or decide whether a particular offer is right for a customer. The NICE solution facilitates the automation of those processes. With real-time guidance it also presents agents with personalized next-best-action instructions on how to handle specific issues - or opportunities - as they come up.”

Dawson continued, “Furthermore, the NICE approach is notably different from other Real-time Decisioning providers in that it enables a variety of information to be pushed to the agent's attention during an interaction, including details of cross-channel communications that have happened before the current call. This is a key element involved in making the agent's process through an interaction more consistent.”

Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.

Edited by Juliana Kenny