Southern Company Gets 'Nicer'
December 02, 2008
By David Sims, TMCnet Contributing Editor
Ra’anana, Israel-based NICE Systems has announced that Atlanta-based Southern Company, an electricity company, has expanded its implementation of Nice SmartCenter for its contact center technology environment.
Southern Company will replace competing recording and quality management products, and will also add screen content analytics.
The electricity company is in fact a long-time user of NICE’s workforce management product, IEX (News - Alert) TotalView, and will now expand its NICE environment for the company’s over four million customers.
NICE will provide supervisors of the 850 agents in Southern Company’s four contact center locations with tools to support management for “improving agent performance, customer satisfaction, and training effectiveness,” NICE officials say.
It will also let Southern Company’s contact center supervisors evaluate the quality of service provided to customers – the idea is that by identifying interactions and correlating them with agent screen activity, supervisors can determine what steps agents can take to improve customer service, as well as to develop programs for performance improvement.
Harvey Ellis, Call Center Operations Support Manager, Southern Company, said that since the firm has used NICE’s workforce management product for ten years, “it was natural to make NICE SmartCenter the standard across our contact centers.”
NICE has over 24,000 customers in more than 135 countries, including over 85 of the Fortune 100 companies.
In June, TMC’s Stefania Viscusi reported that NICE Systems chose Texas Instruments (News - Alert) for their TMS320DM6467 digital media processor.
NICE will use TI's processor, based-on DaVinci technology, for its next-generation NICEVision Net edge devices, Viscusi said: “The technology will be included as part of NICE's complete end-to-end product for IP video surveillance.
DM6467, a digital signal processor-based SoC that is "tuned for real time, multi-format high-definition video transcoding," is also programmable and includes video streaming and analytics to a central location as well as performs advanced encoding and compression, Viscusi reported.
David Sims is a contributing editor for TMCnet. To read more of David's articles, please visit his columnist page. He also blogs for TMCnet here.Edited by Stefania Viscusi