NICE Recognized for Superior Customer Service and Impact on Operational Efficiency

Driven by cross-channel and multi-sensor analytics, NICE Systems’ (News - Alert) solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance and enhance safety and security. If anyone knows what it takes to deliver the best customer experience, it’s NICE.

The company recently received two Multi-Channel Customer Service Excellence Awards in the Product of the Year category for its interaction recording and workforce management solutions. The awards recognize companies that have significantly impacted operational efficiency and those that provide superior customer service in their contact centers and throughout their business.

NICE Interaction Management delivers the most comprehensive contact center recording capabilities, providing organizations operational flexibility and system resiliency while maintaining low total cost of ownership. It enables organizations to record interactions and then generate valuable business insight through interaction analytics and call center quality monitoring solutions.

NICE IEX (News - Alert) Workforce Management software enables even the most complex multi-site, multi-skill and multi-channel call centers to forecast staffing needs, schedule their representatives’ time, and effectively manage changes every day. The result is an efficient, effective call center with productive agents who are well prepared to handle customer interactions.

It supports virtually any call center forecasting and scheduling methodology, allowing call center managers to choose the approach that works best in their environment. The system’s change management tools also help them proactively manage the day’s events and quickly respond to changing conditions to maintain a high level of customer service. 

“We are honored to receive these distinguished awards at CONAREC for Multi-Channel Customer Service Excellence,” said Barak Eilam (News - Alert), president of NICE Americas, in a statement. “The recognition by our colleagues demonstrates NICE’s unwavering commitment to helping companies gain the necessary insight into their customer relationships across all of their communication touch points and enhance their operational efficiency to provide superior service.”

The awards ceremony took place on September 3, 2012 at the opening of the CONAREC 2012 conference in São Paulo, Brazil. CONAREC is Brazil’s largest event dedicated to customer relationship management (CRM) and customer experience management (CEM).

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