May 20, 2009

 

“While we have been using NICE’s quality management and IEX’s (News - Alert) workforce management solutions separately for several years now, after evaluating our needs we saw the clear value of integrating these capabilities into one solution with a single unified user interface,” said Bernard Questiaux, CTO of N-Allo, in a Wednesday statement.

 

“Using the comprehensive NICE SmartCenter solution will provide us with a global view of the issues facing our contact centers today, simplify our administration, and enable us to extract important insights to improve operational efficiencies and customer satisfaction levels.”

The NICE solution offers the integration of VoIP-based call recording, quality management and workforce management solutions. All of these are designed to dramatically improve service levels while also increasing caller satisfaction.

Contact center supervisors can target key calls, which will allow them to more accurately identify how agent behaviors are impacting quality of service. In this process, these supervisors can more accurately identify how agent behaviors are impacting quality of service in order to develop programs for sharing best practices and for performance management where needed.

As a result of NICE’s integrated workforce management offering, supervisors will be able to schedule their 1,300 agents at the right time for the most relevant coaching sessions to correct sub-optimal agent behavior. At the same time, they will be able to ensure that service levels adhere to the company’s operational and performance goals.

 

“The needs of contact centers to meet customer demands for first-rate customer service while running the contact center at maximum cost efficiency and maintaining their customer base, necessitates a robust and comprehensive solution,” said Tamir Ginat, President of NICE EMEA, in the Wednesday statement.

 

“N-Allo’s upgrade to the comprehensive NICE SmartCenter solution demonstrates our ability to provide contact center managers with a unified view of customer service and operational activities to proactively meet their business goals.”

Contact centers throughout the world are under increasing pressure from the current economy to streamline operations and keep costs under control. As a result, more and more providers are turning to vendors such as NICE Systems to implement solutions that make their environments more efficient.

 

With successful wins such as the N-Allo implementation, NICE will be able to continue to position itself as a proven provider in the global space. Measurable improvements in the contact center operations will only help to continue to drive demand and further wins for the company overall.