Call Recording Featured Article
Reseller Jenne To Carry NICE's eXpress Call Recording Platform
As call centers have been driven to broaden and deepen the quality of customer service they provide while at the same time witnessing budgets remain static – or even shrinking – they have been forced to choose carefully when it comes to the technologies they add. Solutions that assist the company in their difficult task of drawing more value out of their interactions and staff have been the technologies of choice, and there are few ways to do this better than call recording underscored by analytics. As a result, value-added resellers have widened the options they provide to their customers. One such value-added distributor Jenne Inc., has announced it has added NICE Systems' (News - Alert) call capturing and analytics products for customers in the United States and Canada.
Avon, Ohio-based Jenne distributes equipment for IP telephony, audio and video conferencing, unified communications, data networking and IT security...and now, NICE Systems' eXpress recording capture.
“The eXpress solutions will fit well into any size installation our resellers are involved in, providing an excellent opportunity for them to build and extend their relationships with end-users who have intensive customer facing businesses and are seeking to meet compliance challenges,” said Vince Piccolomini, Jenne's VP of logistics and business development, in a press release.
The eXpress recording platform captures, manages and processes calls in offices and branch locations. One component, NICE Quality eXpress was specially designed for contact centers and their unique operations and need for robust call recording backed up by comprehensive analytics. Jenne has reportedly agreed to provide remote installation services to resellers who don't know how to deploy call capturing and analytics.
NICE Systems chose Jenne because it emphasizes customer care and support.
“Jenne’s proven capabilities in the SMB market, including their ability to provide staging services and support large multi-site deployments, make them an ideal partner for NICE,” said John Sweeton, who oversees NICE's partner sales in North America Plus. In addition, he said, the Jenne team “has a deep understanding of the market dynamics related to small-to-medium-sized contact centers and related compliance issues.”
Tracey Schelmetic is a contributing editor for TMCnet. To read more of Tracey's articles, please visit her columnist page.
Edited by Chris DiMarco