Workforce Optimization Featured Article

Scottrade Selects NICE SmartCenter to Improve Operations and Boost Customer Satisfaction

January 23, 2008

By Patrick Barnard,
Group Managing Editor, TMCnet

Yet another major financial services company is expanding its use of NICE Systems’ (News - Alert) workforce optimization solutions.

Leading U.S. online investment brokerage firm Scottrade has placed an order for NICE SmartCenter, a suite of applications including performance management, workforce management, call recording/monitoring, analytics and customer feedback. This tightly bundled suite of solutions enables organizations to boost employee performance, improve customer service, find operational efficiencies and increase customer satisfaction and loyalty – all of which leads to increased revenue and profits. Scottrade will deploy the solution in its National Service Center and across all 336 of its branch offices. The solution will be implemented in a VoIP environment and will be deployed together with NICE long-time partner, Avaya (News - Alert).

Scottrade needed an advanced solution to help it meet the challenges arising from the growing complexities of operating its business. With SmartCenter’s performance management and analytics capabilities, the company will be able to quickly address agent performance issues and then resolve those issues through targeted agent coaching and training. With the analytics component, it will also gain valuable insights into customer behavior, as well as to get a better glimpse of the customer service experience it delivers. In addition, the performance management component will enable Scottrade to create a set of integrated reports for a unified view of its business operations.

“We strive to provide the best customer service in the industry, and we view NICE SmartCenter as a key driver in helping us achieve our strategic goals and in exceeding our customers' expectations,” said Ian Patterson, CIO, Scottrade, in a press release.

This is about the sixth major order NICE Systems has won from a financial services company in the past seven weeks. The company has announced at least five major “multi-million dollar” deals with unnamed banks and financial institutions since early December. This includes its announcement earlier this month that two of the top three largest U.S. banks are now using NICE Perform, part of NICE SmartCenter, as well as an enterprise fraud solution from Actimize, which NICE acquired in August.

For more information about NICE Systems, visit


INTERNET TELEPHONY Conference & EXPO East 2008 (ITEXPO (News - Alert)) is going on now in sunny Miami, Florida! For the latest show news, please visit Rich Tehrani’s blog.

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.

Today’s featured White Paper (News - Alert) is titled VoIP Doesn’t Require Any Phone Equipment Investment, brought to you by Accessline.

Featured Videos

AAA -- NICE Workforce Management
Carlson Wagonlit Travel -- NICE Workforce Management and NICE Performance Management
SunTrust Bank -- NICE Workforce Management and NICE Performance Management

Featured Resources

SPerformance Management Benchmark Report

The Three Golden Rules of Customer Service - Introducing a framework for improving satisfaction and preventing unnecessary interactions.

Interactive Analytics

Interactive Analytics USe Case - See the value of Interactive Analytics and how it can get you closer to your customers.

SPerformance Management Benchmark Report

Performance Management Benchmark Report - See how your program stacks up to your peers' efforts to align around goals and engage employees.

>Workforce Management Seven Adherence Sins

Workforce Management Seven Adherence Sins - Avoid the most common pitfalls and drive impact from adherence goals.