Workforce Optimization Featured Article

NICE's New NICE Perform 3.2 Offers SIP-Based Recording, Enhanced Virtualization

 
April 22, 2009


By Brendan B. Read,
Senior Contributing Editor
 

NICE is enabling contact centers and other organizations that rely on call recording to cut costs and boost performance while keeping compliant with external and internal regulations with its new NICE Perform 3.2 solution that includes SIP-based recording and enhanced virtualization.
 
NICE Perform 3.2’s SIP feature set integrates with leading Session Border Controllers (SBC) vendors. Companies standardizing on SIP can achieve cost savings by eliminating redundant network infrastructure and reducing resources through data center consolidation, enabling organizations to reduce call recording costs while increasing call capacity.
 
SIP-based recording supports teleworkers including home-based agents, which is becoming an increasingly popular alternative to expensive, less flexible, and less environmentally-friendly commute-requiring conventional offices. SIP permits lower-cost and more flexible enablement of teleworkers/home agents compared with traditional TDM.
 
SIP recording is less costly than TDM also for archiving and storage and it can more easily support the value-add solutions such as workforce optimization (WFO). NICE has recently enhanced its SmartCenter WFO application with its new Quality Optimization solution aimed at bridging the gap between organizations’ existing quality management processes and business objectives. Those include first call resolution, handle time optimization, churn reduction and increased customer satisfaction. It uses a unique methodological approach coupled with NICE’s proven Interaction Analytics technology.
 
“NICE’s SIP-based support is a strong step forward in delivering IP-enabled recording to organizations,” says Neil Segall, Vice President, Enterprise, Contact Center and Government Solutions at Acme Packet, which supplies SBC solutions for SIP. “We are happy to offer a combined solution with NICE to help our customers lower total cost of ownership and assure best-in-class security and availability.” 
 
With the introduction of the enhanced support for server virtualization, NICE helps organizations consolidate and reduce their operational IT and other data center related costs. These include floor space, hardware, and maintenance related costs and fewer servers. These benefits also lead to less environmental damage through minimizing energy demand both directly from the units and indirectly from the heat that they produce which must be removed.
 
NICE Perform 3.2 can analyze all aspects of interactions. It can help firms through functions such as flagging calls from customers ‘at risk’, helping in analyzing campaigns effectiveness, identify operational inefficiencies, and enabling them to take proactive measures to improve overall performance.
 
NICE Perform includes Web-based tools to extract, process, analyze and effectively visualize information from customer interactions on a large scale. This information is gathered through sophisticated mining rules, analysis engines, call flow events, agent screen-activity, and customer surveys.
 
“Today’s changing economic landscape requires businesses to adopt robust solutions that can help them to reduce their costs, while ensuring they are maximizing the performance of their investments,” says Udi Ziv, Chief Product Officer, NICE Systems (News - Alert). “This expansion of NICE’s offering for contact centers and enterprises, addresses these issues head on. Organizations that capitalize on these new enhancements will be better equipped to affect cost reduction across their organization and improve the overall efficiency and effectiveness of their business, while complying with regulations.”

Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.

Edited by Stefania Viscusi

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