Hamilton, NJ-based Interactive Capture Systems (ICS) said it recently leveraged Jenne’s relationship with NICE Systems (News - Alert) to capitalize on several recent market dynamics and compliance requirements, including the new regulations of the Dodd-Frank Act and its impact on the contact center and the SMB community’s continued search for greater ROI to combat a generally uncooperative economy.
Vince Piccolomini, vice president of business development at Jenne, said that it’s the company’s job to make sure that its customers have the tools they need to quickly take advantage of market opportunities as they emerge.
“In the case of ICS, we are happy to help them build new opportunities while sourcing best of breed contact center solutions from NICE Systems,” Piccolomini said.
Earlier this year, shortly after the 2010 Dodd-Frank Wall Street Reform and Consumer Protection Act was enacted, Jenne added NICE to its portfolio. The Act mandates tighter regulations for the finance industry. The legislation asks commercial Contact Centers to meet rigorous new standards in the documentation of voice communications.
Working with Jenne, Ken Kiernan, president at ICS, said that they spotted an opportunity with NICE in light of the new compliance requirements and deployed a Call Center sales strategy centered on the NRX to help its end-user customers meet the new mandates.
A scalable voice logging system, the NRX, or NICE Recording eXpress, intuitively captures, manages and processes calls for SMB Contact Centers over multiple branch locations. The solution comes with built-in Dodd-Frank compliance.
Kiernan said that he has also leveraged the distribution relationship with Jenne as a one-stop shop for turn-key sales. “Sometimes a customer wants a Contact Center product but also needs a server and in these cases, I can win a larger job and consolidate my purchases through Jenne.”ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.
The Three Golden Rules of Customer Service - Introducing a framework for improving satisfaction and preventing unnecessary interactions.
Interactive Analytics USe Case - See the value of Interactive Analytics and how it can get you closer to your customers.
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 - Avoid the most common pitfalls and drive impact from adherence goals.