Workforce Optimization Featured Article

NICE to Highlight SmartCenter Solution at User Group 2007 Summit

July 19, 2007

By Stefania Viscusi,
Assignment Desk Editor

Contact center and enterprises in search of a high performance solution that meets their needs, will be in for a treat at the upcoming NICE Systems (News - Alert) user conference.
The company announced today they will showcase their NICE SmartCenter at the User Group Summit along with special track sessions highlighting the benefit of NICE SmartCenter and how the solution can be used to improve contact center agents, operations and bring return on investment.
The NICE User Group will be held in Boston, Massachusetts, July 22-24, 2007 and will feature executives from partners and customers like, DIRECTV, Avaya (News - Alert), Microsoft and CUNA Mutual.
The solution helps to take call centers to the next level and really improve on the customers experiences so they can be successful.
"The driving force behind contact centers has for so long been cost-control that many people have lost sight of just how powerful an operation a contact center can be. When finely tuned for high performance, a contact center is the key to providing a better customer experience - and that leads to a stronger, more profitable company overall," explained  Keith Dawson, senior analyst at Frost & Sullivan in a statement to the press.
With NICE SmartCenter, it is possible for organizations to improve performance in their entire contact center through the combined capabilities of the solution which include NICE Perform, IEX (News - Alert) TotalView workforce management system and Performix solutions from NICE.
"Achieving high performance means being collaborative with the rest of the enterprise, and finally call centers are learning how to do just that. The latest-generation tools on the market are masterful at kicking a center into high gear. Contact center managers now see that," also noted Dawson.
NICE made headlines recently with the signing of a definitive agreement to purchase Actimize, a provider of transactional risk management software for the financial services industry for a consideration of approximately $280 million. The deal is anticipated to be closed by the end of the third quarter of 2007 and is subject to the satisfaction of customary closing conditions.
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Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.

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