Workforce Optimization Feature Article Archive
How to Get Closer to Your Customers
Operating an organization involves two major goals - delivering great customer service and achieving business goals. Many struggle with balancing both of these, and in turn, end up losing on overall business success. Across the customer journey there are a lot of insights to capture, analyze and learn from. Companies need to approach this journey with the right analytic tools and management software to ensure optimal customer experiences.
Insperity Unveils Automated Recruitment Management Solution
Workforce optimization software helps organizations improve efficiency of employees, from recruitment to training and day-to-day management. Automation of employee scheduling and call handling have been found effective in call centers; it not only improves efficiency in call centers but also helps save resources and money.
Voice Biometrics Technology Can Alleviate More than One Customer Pet Peeve
Despite the proliferation of channels through which customers can contact a company, there is one thing that hasn't changed: customers still like speaking to a human. According to Opus Research, 80 percent of all callers to contact centers prefer to go straight to a live agent. Traditionally, the IVR is considered a bit of a barrier by customers: in an attempt to route the call to the correct agents, it delays the customer getting his or her business taken care of. A poorly designed IVR with too many branches on the menu tree can leave a customer thinking the company simply doesn't want to speak with its customers.
Healthcare Workforce Optimization Provider API Healthcare Partners with TeleTracking Technologies
API Healthcare, a provider of healthcare workforce management solutions, recently partnered with TeleTracking Technologies, a provider of real-time capacity management solutions for hospitals and health systems, to better enable staff workload balancing with patient demand.
Building the Best Possible Contact Center Operation with the Help of Analytics
Multichannel customer service is not a new concept, but the type and number of channels seem to change - grow larger, in most cases - every few years. Customers expect the highest quality service, and they expect it regardless of which communications media they choose. The days when telephone calls were answered within two minutes but customer e-mails sat lagging for days unanswered are gone - at least for companies that wish to continue to keep their doors open.
Entering The Cloud of Karma
Computers need fixing. So do mobile devices, MP3 players, printers and software applications. Not everyone is a technology expert, and as the growing proliferation of IT devices continues to drag us forward into the future and thus the impending singularity, customer service solutions are just becoming a part of daily life. Has the screen of your tablet PC started to malfunction? Perhaps your iPod Nano has access to over one thousand songs but only plays random tracks from U2's Achtung Baby album. That's weird, and people need to fix it. Even more embarrassing situations need remedying: viruses and malware infections. Just like our bodies need doctors, machines need their own care professionals.
NICE's Profit and Revenue Grows in Q1 2013
As a business, you can offer the best product, the coolest service or the cheapest prices, but you will not succeed if you do not offer superior customer service. NICE Systems, a provider of customer interactions management and workforce optimization solutions, understands this, and offers a wide portfolio of solutions and products to make sure companies are doing everything they can to improve customer satisfaction.
Community Workforce Optimization Solution Integrated with Broadworks
Today, workforce optimization is more than just workforce scheduling. Smart companies are using workforce management for more difficult and labor-intensive tasks, such as calculating complex employee compensation formulas.
NICE to Share Best Practices on Bringing Enterprises Closer to Customers
Whether it's for support, account information, a frequently asked question or a complaint, customers are getting in touch in companies for a reason. As an agent, it's hard to deliver great customer service if you don't understand your customers' needs and preferences. This includes not only being prepared for different scenarios, but being ready to deliver service across multiple platforms; customers today aren't just turning to the call center to reach organizations. They're using smartphones, e-mail, chat, text message, social media and tablets every day, and they'll use whichever is most convenient for them to get in contact with businesses.
NICE Customer Engagement Analytics Platform Provides Insight into the Customer Journey
NICE Systems, a provider of workforce optimization and customer management solutions, recently introduced its Customer Engagement Analytics platform, a big data platform that combines interaction and transaction analytics to offer insights into the complete customer journey. This is the first platform in the industry to combine interaction analytics and transaction analytics.
Workforce Management is About More Than Call Center Scheduling
Most contact centers today engage in some sort of workforce management to build and keep track of schedules. It's one of those ultra-critical technologies that pay for themselves very quickly by cutting out the expensive and damaging errors of over-staffing or under-staffing.
Norwegian Cruise Selects NICE Interaction Management as Part of Cisco Contact Center Solution
In addition to NICE's Interaction Management, Norwegian Cruise Line also selected analytics-based Quality Optimization and customer feedback survey solutions to deliver an enhanced customer experience.
Being Proactive in Redefining Customer Interactions
In a recent blog post, Yochai Rozenblat, president of NICE Enterprise Group, described a scenario: It's your first day of a dream vacation. When you present your credit card to pay for breakfast-your first purchase in a foreign country-your card is denied. You spend the next hour on your cell phone working your way through IVRs and finally explain the problem to a customer service rep at your bank, trying to figure out what's wrong and how you can fix it.
How to Decipher the Customer Experience
When you are a customer service agent, there is a certain amount of training you go through so you are prepared for your one-on-one customer interactions. You need to make sure you know how to handle common situations - frequently asked questions, regular protocol for getting management involved, what you can and cannot say - before you actually encounter the situations. But even after all that training, do you know how to really decipher the customer experience?
Epazz Sees High Renewal Rates for Workforce Management Software
Agents in the call center can utilize all different kinds of technology to optimize their performance and be as productive as possible. An example of this is a hosted predictive dialer - the technology can detect when an outbound call reaches an answering machine, a disconnected number or a human on the other line, and connects agents to successful calls, ensuring that the call center is making the most of the time available.
NICE to Improve Norwegian Cruise Line's Customer Experience Delivery
When you think of companies that must deliver great customer experience, industries such as financial services, retail and equipment manufacturing come to mind. However, it's critical for organizations in any industry to focus on offering an exceptional customer experience, even for companies in the travel and tourism industry, such as cruise lines.
NICE Participates in Frost & Sullivan's Executive MindXchange
NICE Systems will be participating in Frost & Sullivan's Executive MindXchange: the 9th Annual Customer Contact 2013, East. At the event, NICE Systems will be highlighting best practices for utilizing the complete Voice of the Customer, resulting in enhanced customer experience.
NICE Recognized for Customer Experience Excellence
No matter what industry you're in, the customer experience is critical to your business' success. Not only is it important to provide great service over the phone, but today's customers are much more tech-savvy, which means they're connecting with organizations in greater volumes and through a growing number of interaction channels.
Nucleus Research: Aspect's Multichannel Interaction Management and Workforce Optimization Solutions Boost Customer Satisfaction
A report from Nucleus Research, an information technology research firm specializing in investigative research and the return on investment (ROI) analysis of technology deployments, reveals enterprises using Aspect's integrated workforce and contact center management platform are able to increase customer satisfaction to above 90 percent.
NICE Introduces Situator Express, a Situation Management Solution for Core Security Operations
NICE Systems, a provider of workforce optimization solutions, is all set to help organizations focus on core security challenges. The company has rightly identified the demand for an easy-to-deploy solution that helps organizations not only manage their video surveillance systems, but also enable complete security system management by launching Situator Express.
Indosoft Unveils Q-Suite Data Incorporation with Irene
Indosoft has unveiled Q-Suite ACD data incorporation for ISC's Irene, the company's workforce management or WFM software. Q-Suite is a Contact Center ACD for the Asterisk platform from Indosoft. This latest incorporation ensures availability of contact center ACD call and agent information to the WFM offering, which thus assists with prediction, preparation and assignment.
NICE Fizzback Voice of the Customer Selected to Improve Virgin Money Customer Loyalty and Satisfaction
Customers today are communicating with businesses any way they prefer - e-mail, phone calls, social media and websites are just some ways they are interacting with companies and leaving trails of feedback for agents to pick up on. Voice of the customer (VoC) solutions make feedback more current and relevant, and enable companies to target different groups of customers to improve the quality, quantity and accuracy of the feedback they receive.
NICE Systems in NYC: How to Prevent Fraudsters in Real-Time from Exploiting the Contact Center
As technology gets more sophisticated, so do cybercriminals and fraudsters. Hackers can gain access to accounts for even the largest corporations. The contact center is a constant target for fraud, as information for security questions are easily obtained and customer identities become compromised. Current fraud prevention technologies in the contact center are inadequate to keep up with new fraud trends.
Indonesia Chooses NICE Software to Protect Leading Financial Institution
Mobile banking has become etched into the daily lives of users and has completely revolutionized the definition of commerce, which can now take place in the digital space. But with data brokers and hackers constantly threatening business and consumer security, mixed with unstable governments and terrorist threats in certain parts of the world, the need for heightened levels of secure software is becoming vital.
Employee Engagement is an Important, But Often Overlooked, Aspect of VoC
One of the basic tenets of business is that happy customers result in improved business and revenue. This becomes even more true in today's connected world where good - or bad - experiences can be easily shared on social networks from anywhere in the world.
NICE Solution Helps iYogi Enhance Technical Support Business
Operational efficiency is one of the aspects that concern most of the enterprises across the world nowadays, and advanced innovations are being developed so that substantial improvement can be realized on this front too.
Indosoft Adds NICE to its Resume
Workforce Management (WFM) technologies enable contact centers to produce an optimized work schedule, forecasted schedules, shift bidding, intra-day management, data capture, real-time agent adherence, virtual agent swap board and detailed cost of schedules.
NICE Intros Proactive Compliance Suite for Consumer Protection for Financial Sector
NICE Systems, a provider of customer experience management solutions, is launching a Proactive Compliance Suite for Consumer Protection designed to protect financial institutions from potential risks. The solution for contact centers helps organizations ensure compliance while managing both inbound and outbound interactions across different channels
NICE Systems and Silver Lining Solutions Enter into a Partnership
NICE Systems has partnered with Silver Lining Solutions, a major player in performance optimization, to help organizations achieve greater enterprise-wide value from advanced workforce optimization (WFO) technologies.
Optimize Your Workforce to Protect Consumers Against Call Center Fraud
Think about the types of security questions you have answered in order to retrieve a forgotten username or password or as an added security measure - your mother's maiden name, your pet's name, your hometown, etc. Now think about how easily someone can find out that information simply by looking at your social media profiles. Access to information through social media is just one way consumers are enabling fraud across different contact center channels.
Insperity Partners with GrowthForce to Simplify Bookkeeping
In order to organize the financial and accounting affairs of the company efficiently, Insperity, a provider of human resources and business performance solutions, has signed a strategic alliance with GrowthForce, a trusted source of bookkeeping and controller services.
NICE Systems at MWC2013
At Mobile World Congress 2013 in Barcelona NICE had a very compelling story regarding its multiple product lines which are generally analytics, security, financial and the contact center. In a conversation with Yaniv Zukerman and Eyal Kirshner I learned the company will be focusing more on its multi-channel analytics solutions across its product lines. Moreover, we will see more cloud solutions from them as well - including in the anti-fraud space.
Preventing Fraud Online and in the Contact Center
The Belgian Financial Sector Federation produced a video last year to raise awareness about Internet fraudsters. Dave, a "gifted clairvoyant" selects random people from the streets and starts listing information the people admit "not many people know." What they don't know is Dave's skill is actually a team of hackers hidden behind a curtain, analyzing the abundance of information the selected people put online.
U.S. Vision Taps M2SYS Technology's RightPunch Biometric Software for Workforce Optimization
M2SYS Technology develops biometric identity management software and hardware for several applications, including workforce optimization, transportation security and banking and membership management.
Insperity Unveils Latest Workforce Optimization Software TimeSheet Professional
Insperity, a provider of workforce optimization and business performance solutions, recently unveiled the Insperity TimeSheet Professional as an addition to its Insperity Time and Attendance portfolio.
NICE Mobile Reach to Help Telefonica's Movistar Increase Customer Satisfaction
When you look at anyone traveling on public transportation, waiting for their friends or even walking, it's obvious that the number of smartphones and mobile devices is big and expected to grow. In case you need some facts to back that up, nearly a third of all American adults own a tablet or e-reader, there are one billion smartphone users in the world, global mobile traffic now represents 13 percent of Internet traffic and almost half of all American kids want an iPad for Christmas. People aren't just using these devices for communication with friends and family but also for interacting with service providers.
Meeting Online Customer Service Demand
The Internet has opened a myriad of possibilities for customers and businesses alike. It's an incredibly convenient tool, but the only problem is the people using it. Some expect too much, others too little, and when a customer that expects too much looks on the website of one expecting too little, that's where trouble comes in.
Learn How to Meet CFPB Requirements with the NICE Proactive Compliance Suite
A dynamic and increasingly rigorous regulatory environment, ongoing evolution of financial crime threats and tactics, and increasing budgetary pressures are just some of the challenges facing financial institutions around the world. As a result, fraud prevention, anti-money laundering (AML) and compliance officers need risk management solutions that help them keep pace with the changing threat landscape and adapt to evolving business and regulatory requirements.
Listen to the Customer
When you need customer feedback, do you prefer to get it from direct feedback, or would you rather pull it from social media? Many businesses are turning to social media analytics, and although those are a great way to capture the Web's chatter about a business, there is still much to be said for getting feedback directly from customers.
OrcaEyes Appoints Brad Hilbert as President of Workforce Planning and Analytics Division
OrcaEyes, a provider of strategies and solutions for workforce optimization, recently appointed Brad Hilbert as President of the company's Workforce Planning and Analytics Division. Hilbert was earlier handling the designation of Chief Technology Officer. His contributions in the successful launch of three versions of the workforce planning and analytics software and his part in defining the company's product and market strategy has prompted the decision of his promotion.
'Call Your Customers Back' - Fixing a Common Complaint about Customer Service Organizations
The importance of customer service and interaction cannot be understated. In order to succeed as a business, you have to do everything in your power to ensure the customer experience is of top quality. This includes training call center agents properly, interacting with customers on different access points and channels and calling them back when you say you will.
Keeping Customer Service Effective
Customer service is the first, last and best line of defense between a customer and dissatisfaction. As such, providing good customer service should be essential to businesses, and yet many feel that just adequate, or even "not that bad" are acceptable, and "good" is reserved for those rare occasions to indicate you're doing something right.
NICE Debuts Full Cloud-Based Workforce Optimization Suite
NICE Systems, a company serving over 25,000 organizations in the enterprise and security sectors, has rolled out its cloud-based Workforce Optimization (WFO) suite, that helps organizations to measure, manage and motivate frontline employees to ensure best performance during customer interactions, while maintaining optimized use of resources.
Insperity's New App Allows 401(k)Holders Anywhere, Anytime Access to Retirement Plans
There are a thousand things that businesses have to do every day in order to ensure that everything runs smoothly, and the last worries that they want to have are the administrative duties associated with their employee's retirement plans. To make this process easier, Insperity Inc., a provider of human resources and business performance solutions for businesses, has launched a new retirement planning application for iOS users that allows employees to manage their own 401(k) online.
Efinancial to Use UTOPY Speech Analytics to Maximize Sales Performance
It seems that Efinancial, one of the nation's largest life insurance brokerages has realized the benefits of Speech analytics, as it has announced to implement UTOPY SpeechMiner and UTOPY Intelligent Coaching in order to maximize Agent performance and sales revenue.
Contacting Customers Across Channels
When customers need help, they turn to customer service, but how exactly do they reach out? Everyone has their own preferred method, whether it's through social media, e-mail or the phone, and it's up to the company to ensure that customers can use the channel they want.
NICE Systems Recognized for Workforce Optimization Speech Analytics Solution
In today's always-connected world, organizations need to be prepared to handle customers through any medium and at any time. Real-time speech analytics takes traditional speech analytics to the next level by analyzing customer interactions while they happen, perfecting the customer experience and delivering business value.
Fifth Third Bank Hopes to Achieve Improved Customer Service with WorkFlex Intraday Call Center Software
Cincinnati, Ohio-based Fifth Third Bank is one the latest additions to WorkFlex Solutions' growing customer roster. The regional bank deployed an array of WorkFlex auto-optimization products to automate many of its manual workforce administration processes at its call centers.
Kronos, Manhattan Associates Help Retailers Reap from Omni-Channel Initiatives
Kronos, a provider of workforce optimization solutions in the cloud, recently partnered with Manhattan Associates, a provider of supply chain solutions, to empower retailers to exploit profit margin potentials from channel store operations.
Empower Software Solutions Reveals New Enhancements in its Workforce Management Solution, EmpowerWFM
Empower Software Solutions has enhanced its workforce management solution, EmpowerWFM. These new enhancements are aimed at improving usability and mobile functionality, and will be displayed at the Empower Software booth during the National Retail Federation's (NRF) BIG Show in New York. Functionality to support employee shift trades and additional task management integration capabilities are also part of this new and improved 2013 release.
Prevent Fraud in Contact Centers with NICE Systems
With the popularity of social media, digital communications and other Internet sites, the amount of personal information we willingly, or unknowingly, put out to the public is huge. This makes the life of a cybercriminal easy. NICE, a provider of workforce optimization and customer interaction solutions, has introduced a solution to prevent fraud across all customer channels, including the contact center.
NICE Systems Wins 2012 Ventana Research Technology Innovation Award
Analyzing cross-channel interactions is quickly becoming a major business tool for companies that have contact centers. Cross interactions offer a wealth of information about customers' likes and dislikes, their expectations from the company, and various other pieces of data that prove decisive for a company's business.
Ongoing Operations' Collaboration Suite to be Delivered via Cloudworks' Solutions
Business continuity and disaster recovery provider Ongoing Operations shifted gears slightly to better serve its client credit unions and expanded its offerings by acquiring Cloudworks, an experienced cloud services provider, in late 2011. That however, was just the beginning for Ongoing Operations, which took a bigger step and added Cloudworks' solutions to its unique collaboration suite, which offers a seamless integration with hosted Microsoft SharePoint, hosted Microsoft Lync and hosted VoIP.
Service Strategies Partners with Business Technology Association for Field Service Foundations Workshop
Field service operations are important to a company's service strategy. Many times, they are the first or only contact a company has with its customers. As field service operations gain importance, proper training to employees about field service has become a necessity.
Cognizant Enters Definitive Agreement to Acquire Six C1 Group Companies
Cognizant recently signed a definitive agreement with The CI Group over the acquisition of six of its companies. The C1 Group consulting specializes in strategic consulting, process and systems integration and application development, in addition to delivering 24/7 services support.
Aspect Helps Experian Realize Broader Visibility to Key Performance Indicators
Experian, an information services company, is going to use solutions from Aspect Software to equip contact center desktops with customizable data and actionable information, which in turn will enhance its agent and call center performance.
NICE Cross-Channel Analytics Recognized for Operational Innovation in Contact Center
The way customers and companies communicate today has completely changed from just a few years ago. As a customer, you want to reach companies through any medium of choice; e-mail, phone, live chat, text message or social media. As a company, you have to be prepared to offer the optimum customer experience through any of these channels.
Workforce Optimization Redefined with Microsoft Dynamics CRM for Aspect Unified IP
What can a versatile collaborative customer approach do when combined with an equally potent unified interaction management solution? Look at health and long-term care risk management company LifePlans if you really want to know.
NICE Placed in Gartner Leaders Quadrant for Excellence in Workforce Optimization
Contact centers are continually challenged to do more with less, keep labor costs in check and improve efficiency across all levels of operations. NICE Systems' Workforce Optimization Suite enables organizations to measure, manage and motivate frontline employees to ensure best performance during customer interactions, while maintaining optimized use of resources.
Insperity Releases SaaS-Based OrgPlus RealTime for Better Organizational Planning and Visualization
On the heel of achieving huge success with its OrgPlus workforce planning software, the human resources and business solutions company Insperity, Inc. recently introduced the SaaS version of OrgPlus. OrgPlus RealTime incorporates almost all the features available with the desktop version of Insperity OrgPlus.
Natterbox Integrates Mobile Call Recording Solutions with NICE Trading Recording
Changes in legislative and technical environments and the recent economic downturn are forcing institutions to develop new strategies to improve operations, reduce costs and support business and service enhancements. Many legacy recording systems cannot comply with modern security needs. Today, workforce optimization helps companies improve the efficiency and effectiveness of customer interactions by capturing those interactions across all channels, analyzing to reveal insights and taking action to impact customer experience.
Coordinated Systems Introduces the Virtual Observer Community Workforce Management
Coordinated Systems, a provider of workforce optimization, call recording and quality monitoring solutions for contact centers, recently unveiled the newest component in the Virtual Observer call recording and workforce optimization suite, the Virtual Observer Community Workforce Management.
ADR Installs Workforce Monitor Service at Construction Sites in San Antonio, Houston
ADR Software has announced the installation of its automated Workforce Monitor service at construction sites in San Antonio and Houston. The company is excited about commencing operations in Texas, said Bruce Labovitz, cofounder and president of ADR, adding that Texas represents a big opportunity.
Utilizing Customer Interaction Insights in Order to Own the Decisive Moment
With the proliferation of smart devices and social networks, today's consumers are far more knowledgeable, connected, and influential than ever before. They are contacting organizations in greater volumes, and through a growing number of interaction channels and touch points, demanding "now" service. NICE Systems, a provider of workforce optimization solutions, offers customer interaction management solutions to deliver on the expectations of these new and demanding customers while meeting business goals.
AppSense Selected as Exclusive Microsoft Desktop Enablement Partner
The IT industry as a whole has been waking up to the importance of providing a people-centric and consistent user experience to its end-users, regardless of their location, device or operating system.
The Untapped Potential of Video Analytics
When most of us think about video surveillance, we think about theft and those annoying cameras at traffic lights that catch us rolling through a red light. But video surveillance and analytics has many uses, most of which have nothing to do with violating the law. The latest analytics technology can be used for everything from customer service to workforce optimization.
NICE Systems Wins Frost & Sullivan Asia Pacific Market Share Leadership Award
NICE Systems, a company that provides software solutions that deliver strategic insights by capturing and analyzing mass quantities of structured and unstructured data in real-time, recently received the 2012 Frost & Sullivan Asia Pacific Market Share Leadership Award for Workforce Management Systems. The award is given to NICE for demonstrating excellence in technology and revenue growth within the workforce management segment of the contact center applications market.
Diabsolut Introduces Salesforce/ClickSoftware Integration App Diabsolut Connector
Diabsolut Inc., a provider of strategic workforce management, Salesforce.com consulting services and business & cloud solutions operating in Montreal, Toronto, Boston and Regina, recently unveiled Diabsolut Connector, a unique solution for integration between the best-in-class CRM and workforce management solutions.
Preparing Your Call Center for Black Friday and Cyber Monday
Thanksgiving is almost here, which means after all of our family time, giving thanks, eating great food and watching hours of football, it's time to get serious about shopping. Black Friday deals start as early as Thanksgiving night (although some sales have already begun) and Cyber Monday will raise huge levels of online traffic. To be honest, I'm pretty overwhelmed right now searching for potential deals…I can only imagine how call centers must feel during one of the busiest shopping times of the year.
ServiceMax Accelerating Global Growth with $27 Million in New Funding
ServiceMax, a provider of a suite of cloud-based, mobile and social field service management applications, recently announced a $27 million series D investment led by Crosslink Capital to fuel the company's rapid growth and geographic expansion. Companies use the ServiceMax suite to handle everything from contract entitlements to scheduling and workforce optimization, to inventory and parts logistics and real-time customer and partner portal access.
Coordinated Systems Introduces Desktop Analytics to Workforce Optimization Suite
Coordinated Systems, a provider of workforce optimization, call recording and quality monitoring solutions for contact centers, has introduced Desktop Analytics capabilities for its Virtual Observer workforce optimization suite. Desktop analytics is a technology which connects, captures and automated desktop activities and tasks, freeing up IT resources for other needs.
Aspect Workforce Management 7.5 Helps Companies Improve Customer Experience
With contact centers and support organizations increasingly relying on multinational and multisite dispersed agents, including at-home workers, workforce management solutions are becoming increasingly vital for the success of these complex contact center operating environments.
NICE to Help Modernize Cablevision Argentina's Customer Service Center
Analyzing the ongoing, multifaceted exchange of interactions and transactions between customers and organizations provides contact centers with valuable insights about their customers' wants and needs, the issues they face and how to address them. NICE, a provider of workforce optimization solutions, serves more than 25,000 organizations and offering solutions that address the needs of customer-centric businesses with intent-based solutions.
ViryaNet and iDashboards Partner to Optimize Mobile Workforce
ViryaNet Limited, a provider of software solutions that optimize the planning, execution and monitoring of service processes for mobile workforces, recently partnered with iDashboards to integrate with ViryaNet G4, providing visibility into the progress of each business process and enabling customers to achieve ongoing business value. ViryaNet works with customers to address business needs and analyze data for better scheduling and optimization of their mobile workforce.
NICE to Conduct Executive Power Lunch Series, Offering Insights into Real-Time Customer Interaction Management
NICE Systems, a provider of software solutions that deliver strategic insights by capturing and analyzing mass quantities of structured and unstructured data in real-time from multiple sources, including phone calls, mobile apps, e-mails, chat, social media and video, is conducting a Executive Power Lunch series across three U.S. cities.
BayCoast Bank Opts for FMSI Teller Management System
BayCoast Bank, a community bank serving the people and businesses of southeastern Massachusetts and Rhode Island, has recently selected Financial Management Solutions' Teller Management System.
NICE Takes Big Data and Improves Customer Experience, Agent Efficiency
Big data is bringing together multiple sources of information that are ever-increasing for most organizations and consolidating that in such a way that can provide value. Big data is sometimes referred to as the four Vs-volume, variety, velocity and value.
How to Maximize the Business Value of Customer Self-Service
Driven by cross-channel and multi-sensor analytics, NICE Systems' solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance and enhance safety and security.
Celent Report Finds Workforce Optimizations Can Save Financial Branches $20,000 Annually
Workforce optimization enables organizations to measure, manage and motivate frontline employees to deliver their best performance during customer interactions. Adapting to the cloud, workforce management software focuses on fast set up, low operating costs through shared services, high security for Web-based deployment and high performance and scalability through instant and seamless scaling of computer resources.
Workforce Optimization at Your Fingertips with NICE's Industry-First Mobile WFO Suite
Tablets, smartphones and other mobile devices have taken today's workforce by storm. Mobility and constant access is the key to a successful business and customer satisfaction. NICE Systems, a provider of intent-based solutions that capture and analyze interactions and transactions, has adopted to the fast-changing industry and has introduced the industry's first mobile workforce optimization suite.
Factors to Consider When Selecting Workforce Optimization Software
The heart and soul of a call center is its workforce, which makes supporting and monitoring agents a crucial component of every call center. One way to do that is through workforce optimization software (WFO), which aims to optimize back office productivity.
NICE to Share Insights on Impacting Customer Interactions, Best Practices and Using Big Data with Voice of the Customer
NICE Systems is a company that prides itself on successfully impacting customer interactions. Its customer interaction management solutions enable users to capture the opportunity in every interaction and own the decisive moment, the make or break moment for providing efficient service, securing customer loyalty and generating more revenue.
Software Magazine Recognizes WorkForce Software for Sixth Consecutive Year
WorkForce Software, a provider of workforce management solutions for organizations with complex labor policies and stringent compliance demands, has been included in Software Magazine's Software 500 ranking of the world's largest software and service providers for its sixth consecutive year.
Workforce Management Software Group to Release Latest Workforce Optimization Solution
The Workforce Management Software Group (WFMSG), a provider of workforce optimization solutions, is preparing for the release 4.0 of the Community workforce management solution.
NICE Systems Showcases Security Solutions' Abilities to Make Cities Safer
NICE Systems will use the 119th Annual International Association of Chiefs of Police Conference to demonstrate the abilities of its integrated security solutions that can be employed to make cities safer.
Aspect Software Expands Contract with Choice Logistics
Aspect Software, a provider of customer contact and enterprise workforce optimization solutions, has expanded the scope of its long-term contract for strategic storage and time-sensitive delivery of spare parts, Choice Logistics said recently.
ac2 Solutions Recognized for Workforce Optimization Portal
Labor constitutes a significant part of contact centers' costs. To keep costs in check, contact centers are continually challenged to do more with less and improve efficiency across all levels of operations. By optimizing handle time, improving agent productivity, reducing call volume and effectively forecasting workloads and scheduling staff, contact centers can enhance operational efficiency that benefits the bottom line.
Solomon Associates Launches New Methodology-Driven Workforce Optimization Consultancy
Solomon Associates, a Dallas, TX-based performance improvement company for energy industry, recently launched a new Workforce Optimization Consulting practice. With a proprietary, data-driven approach, the consulting service will help the petroleum refineries, pipeline and terminals, gas plants, chemical facilities and power plants to determine optimal staffing levels. Solomon senior consultant Bill Glasscock is going to lead the practice.
Frost & Sullivan Name NICE Security Solutions Tier-1
NICE Systems is a provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real-time. NICE's offerings for the enterprise and security sectors serve three main needs: improving business performance, decreasing financial risk and enhancing safety and security.
NICE Recognized for Superior Customer Service and Impact on Operational Efficiency
Driven by cross-channel and multi-sensor analytics, NICE Systems' solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance and enhance safety and security. If anyone knows what it takes to deliver the best customer experience, it's NICE.
NICE Security Solutions Deployed at Bangalore's 'Namma Metro'
Recently, NICE Systems announced that Bangalore Metro Rail Corporation Limited (BMRCL) has unveiled a successful go-live of NICE's security solutions at Namma Metro. This consists of full deployment at the train's Operations Control Center (OCC) and across six metro stations.
NICE's Customer Interaction Management Solutions Now Compliant with Avaya Contact Center Solutions
With the proliferation of smart devices and social networks, today's consumers are far more knowledgeable, connected and influential than ever before. They are contacting organizations in greater volumes, and through a growing number of interaction channels and touch points, demanding 'now' service.
NICE Takes Home Language Technology Innovative Award 2012
Customer interactions, whether they're spoken or written, contain valuable information companies can use to increase customer satisfaction and loyalty, improve operational efficiency, and gain a competitive advantage; but only if you have the technology to extract the content and aggregate it.
TOA Technologies Unveils ETAworkforce
TOA Technologies, the premier provider of cloud-based mobile workforce management applications, has recently introduced a powerful suite of mobile workforce management apps, the ETAworkforce.
NICE's Retail Division of Shell Adopts NICE Fizzback Voice of the Customer Solution
NICE Systems is a provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. It offers a number of products and solutions to enhance the customer experience, including churn reduction, customer satisfaction, mobile reach and Voice of the Customer (VoC).
NICE Systems to Host Voice of the Customer Forum 2012 in London
In the pursuit of differentiation through superior customer experience, there's no doubt that the key to success lies in the ability to better understand and act upon the Voice of the Customer (VoC). There are two main challenges.
NICE to Highlight Voice of the Customer Insights in London
A successful customer interaction can result in a sale or potential sale at some point in the future. The ability to use real-time feedback with customer interactions will give you an edge over your competitors. NICE Systems specializes in delivering software solutions by capturing and analyzing large amounts of data across different platforms. In fact, a forum will be hosted by the company in London to show businesses how to use VoC insights to see an array of benefits.
NICE Upgrades Workforce Optimization Solutions
NICE Contact Center Workforce Optimization solutions enable organizations to measure, manage and motivate frontline employees to consistently deliver their best performance during customer interactions. It offers integrated solutions that work together to ensure that contact centers are prepared for the 'Decisive Moments' of customer service, including contact center performance management, workforce management and real-time process optimization.
Singapore's Largest Bank Deploys NICE Interaction Analytics Solution for Improved Customer Satisfaction
NICE Systems has announced that in an effort to enhance its customer experience, Singapore's largest bank, DBS, has implemented NICE analytics-based Quality Optimization solution at its contact center in Singapore.
Jenne and NICE Help ICS Capitalize on Recent Compliance Requirements
Hamilton, NJ-based Interactive Capture Systems (ICS) said it recently leveraged Jenne's relationship with NICE Systems 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.
Workforce Optimization Provider NICE Systems Showcases Next Generation 911 Solutions
NICE Systems, a provider of integrated digital recording and contact center workforce optimization solutions, has showcased NICE Inform, a next generation 911 solution, at the APCO International 78th Annual Conference & Expo.
nTelos Wireless Brings Efficiency with Avaya Customer Experience and Workforce Optimization Solution
Avaya, a global provider of communications and collaboration solutions, announced that nTelos Wireless, a provider of high-speed, voice and data coverage solutions, has selected Avaya Customer Experience Interaction Management solutions for contact center, speech and workforce optimization.
Sharepoint Augments ADR's Workforce Monitor Services
In the construction industry, as in many others, time is money and documents have to be turned around faster to build faster and save more in the process. For this to happen, there needs to be open access to data, where everyone can access data at anytime, anywhere from any device.
NICE Discusses the Drivers of Speech Technology
NICE is integrated in both the CRM and speech elements of SpeechTEK this week in New York City, presenting a global perspective on what it is that's driving speech technology and the customer experience in today's highly mobile market. Matt Storm, director of Innovation and Solutions for NICE, described the speech tech evolution has one watching what speech can do to affect technology.
NICE Enhances Security Solution NICE Inform
NICE Systems, a provider of intent-based solutions that capture and analyze interactions and transactions, realize intent and extract and leverage insights to deliver impact in real-time, offers enterprise, actimize and security solutions and services.
What is Workforce Optimization?
Workforce optimization is a business process that brings together key contact center and customer service functions to enable an organization to deliver better service, improve efficiency and contain costs. Through the combination of software and services, workforce optimization (WFO) enables the people, processes and technology involved in customer service to work together, share data and make informed decisions.
Verizon Enhancing Field Force Manager and Fleet Control
Verizon is enhancing Field Force Manager and Fleet Control to help companies achieve greater returns from managing mobile workforces to fleets on the street.
NICE Releases Non-GAAP Second Quarter Results
NICE Systems is a provider of intent-based solutions that capture and analyze interactions and transactions, realize intent and extract and leverage insights to deliver impact in real-time. Its offerings for the enterprise and security sectors serve three main needs: improving business performance, decreasing financial risk and enhancing safety and security. Driven by real-time, cross-channel analytics, NICE provides solutions for workforce optimization, increasing revenue, enhancing customer experience, improving regulatory compliance and optimizing contact center and back office operations.
AVT Systems and Sinclair Voicenet Collaborate to Deliver NICE Recording Solutions
AVT partners and Sinclair Voicenet stated that they have forged a partnership to deliver NICE interaction recording solutions to the London's financial sector. These recording solutions are reportedly used by financial institutions around the globe for compliance applications. NICE Interaction is stated to have all the features that can deliver the most comprehensive contact center recording capabilities, providing organizations operational flexibility and system resiliency while maintaining low total cost of ownership.
2012 Most Wired Hospitals Turn to ShiftWise Workforce Management Solution
Healthcare organizations are increasingly leveraging workforce management solutions to automate processes and improve delivery of healthcare services. ShiftWise, a provider of workforce management solutions to the healthcare industry, holds a major share of industry-leading customers in this segment.
Knowlagent RightTime Solution Adds Workforce Management Solution Integration
Provider of intraday management solutions for call centers, Knowlagent recently announced that its RightTime solution, designed to improve call center agent efficiency, now features integration capability with Workforce Management Software Group's (WFMSG) Community Workforce Management Solution. The integration of these two solutions is meant to enhance the ability of RightTime and minimize wasted time, turning natural bits of idle time in a work day into productive work sessions.
Calabrio Integrates Web 2.0 Speech Analytics into Workforce Optimization Framework
Calabrio, a provider of contact center workforce optimization and analytics software, announced it has enhanced the Calabrio ONE suite by integrating Web 2.0-based Speech Analytics application into its workforce optimization framework.
Aspect Workforce Mobile Reduces Internal Costs and Provides Real-Time Notifications
Aspect Software, a provider of customer contact, workforce optimization and Microsoft platform solutions, has released Aspect Workforce Mobile, a customizable mobile application for contact center supervisors and managers. The app provides immediate access to your Aspect Workforce Management system directly from your smartphone.
NICE Shares Best Practices for Shaping Interactions in Real-Time
With the proliferation of smart devices and social networks, today's consumers are far more knowledgeable, connected, and influential than ever before. NICE Systems, a provider of global integrated digital recording and management solutions, shared insights into how to maximize the business value of inbound customer interactions at Marketing World 2012: A Frost & Sullivan Executive MindXchange. NICE director of business development for NICE service-to-sales Hovav Lapidot facilitated an interactive session titled, "Navigating the Transition from Outbound to Inbound Marketing."
RedPrairie Creates Center of Optimization Excellence in Montreal
Global supply chain company RedPrairie Corp. has created a "Center of Optimization Excellence" in Montreal, Canada. RedPrairie said this center will serve as a technology lab devoted to advanced analytics and optimization science relative to supply chain, workforce and all-channel retail technologies.
Marketing World 2012 Includes Presentation from NICE
NICE will be making a presentation at Marketing World 2012: A Frost & Sullivan Executive MindXchange, and hosting an interactive session, "Navigating the Transition from Outbound to Inbound Marketing." The event, to be held from July 16-18, 2012, at the Hyatt Regency Boston, will allow NICE to not only offer tips for getting the maximum business value out of inbound consumer communications, but demonstrate its offerings.
ClickSoftware Adds Major Telecom Company to its Client Base
ClickSoftware Technologies Ltd., a prominent supplier of automated mobile workforce management and optimization solutions for the service industry, was recently selected by a leading telecommunication services firm to standardize and enhance the workflow of its field workers. According to company officials, ClickSoftware will provide its optimization and mobility solutions to improve the telecom company's operations and allow it to offer better customer service.
ClickSoftware Expecting Nine Percent Increase in Revenue Over Past Year
ClickSoftware Technologies is a provider of automated workforce management and optimization solutions company. The firm just announced that it expects revenues to be up by about nine percent at the end of June when the final numbers come in. The quarterly increase in revenues is another sign that the company is rapidly becoming one of the most trusted names in its field. The total revenue number is expected to be somewhere in the neighborhood of $22.5 million when all is said and done.
NICE Systems Recognized as Global Market Leader in Contact Center Workforce Management for Fifth Consecutive Year
NICE Systems, a provider of intent-based solutions that capture and analyze interactions and transactions, realize intent and extract and leverage insights to deliver impact in real-time, has been recognized as the global market leader in the contact center workforce management (WFM) market by DMG Consulting LLC for the fifth consecutive year. NICE was selected with a market share of 23.7 percent based on the number of seats, up from 22.5 percent last year.
Insurer Integrates Workforce Optimization Solutions to Gain Productivity, Improve Service
A Melville, N.Y.-based workforce optimization management solutions provider has helped a Chicago-based insurer upgrade its capabilities and create a unified workforce management (WFM) platform, according to a case study detailed in InsuranceTech.com.
Asure Software Acquires PeopleCube of Framingham, MA
Asure Software, Inc recently announced the acquisition of PeopleCube, of Framingham, MA. PeopleCube has pioneered the adoption of advanced and flexible workplace solutions. The company has also been focussing on solutions that support planning and scheduling, as well as advanced measuring and analysis of space and resources to optimize operational efficiency.
NICE Actimize Recognized as Top Solutions Provider for Anti-Money Laundering and Anti-Fraud Software
NICE Actimize, a provider of a single financial crime, risk and compliance software platform for the financial services industry, has been ranked as the top solutions provider in both the Anti-Money Laundering (AML) and Anti-Fraud software categories in Operational Risk & Regulation magazine's Compliance Software Rankings 2012.
Workforce Optimization Helps Keep Customer Contact a Priority
Keeping up with customer demands in today's social marketplace is definitely challenging. Expectations continue to increase while patience levels and time allowed for solution implementation decreases. Workforce optimization practices are essential to uncovering how staff can improve the overall customer experience.
NICE Shapes Interactions as they Happen, Prepares for Engaged Customer
Customer service agents are facing a much more complex and escalated environment when it comes to dealing with consumers. Consumers are more empowered than ever before as they are communicating more often and using multiple channels to contact an enterprise.
IDC's Latest CRM Applications Tracker: Competition Close in CRM Market
The competitive scenario for the worldwide CRM applications market is becoming decidedly more interesting. International Data Corporation, a provider of market intelligence, advisory services, and events for the information technology, telecommunications and consumer technology markets, recently released the latest results from its Worldwide Semiannual Customer Relationship Management (CRM) Applications Tracker.
NICE Fizzback Voice of the Customer Solution Used to Improve Severn Trent Water Customer Satisfaction
Today's customers demand service when and how it's most convenient for them-by phone or in person, on the Web, via self-service or chat. Offering multi-channel customer service is a must for the modern contact center. The key to success lies in the ability to better understand and act upon the Voice of the Customer (VoC). The challenge is that the VoC is dispersed across multiple interaction channels and touch points and only real-time VoC intelligence can reliably point to what will satisfy customers right now.
Cabela's Implements Workforce Optimization Software to Enhance Customer Satisfaction
In search of a technology solution that would help Cabela's Inc., gain additional value and acquire deeper insights into customer's needs, the specialty retailer decided to implement workforce optimization software across five contact center sites in Nebraska. Cabela's is a direct marketer and specialty retailer of hunting, fishing, camping and relate outdoor recreation merchandise based in Sidney, Nebraska.
NICE Explores Challenge of Serving the Engaged Customer
Consumers are more empowered than ever before as they are communicating more often and using multiple channels to contact an enterprise. NICE Systems, a provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time, revealed results from its NICE 2012 Consumer Channel Preference Survey. The survey revealed that on average, consumers are using six different channels for contacting service providers, and Generation Y (consumers aged 18-30) is leading the way in expanding the use of alternative self-serve channels.
NICE Receives STAR Award for Excellence in Enabling Customer Success
NICE, a provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract leverage insights to deliver impact in real time, has been named the winner of the Spring 2012 Technology Services Industry Association STAR award for professional services excellence in enabling customer success. The award recognizes professional services organizations for demonstrating an organizational commitment to and record of achievement in enriching the customer experience.
Verint's Driving Innovation Conference to Showcase Customer-Inspired Excellence
Verint Systems, a provider of actionable intelligence solutions and services for enterprise and security intelligence, is hosting a global user conference June 18-21, 2012 at the Sheraton New Orleans Hotel in New Orleans, La.
Aspect Offers New Hosted Offering to Workforce Optimization Platform
Aspect, a provider of customer contact, enterprise workforce optimization and Microsoft platform solutions, recently revealed its new hosted offering, Aspect On Demand, to its workforce optimization platform. The solution allows contact centers to leverage Aspect's customer interaction and workforce optimization capabilities through secure, managed data centers.
NICE Supports Financial Crime Strategy of Associated Banc-Corp
NICE Actimize has been chosen to deploy a range of anti-money laundering and enterprise fraud technology solutions to support the financial crime strategy of Associated Banc-Corp.
NICE and Knowlagent Integrate Workforce Optimization Technology
Knowlagent announced today the integration of its RightTime call center solution which enables call centers to tap into unproductive idle time to increase agent productivity and performance with NICE IEX Workforce Management.
Acme Packet, NICE Team to Announce a Solution for Interactive Session Recording
Acme Packet and NICE have announced a solution for interactive session recording based on the Internet Engineering Task Force's (IETF) Internet draft of the standardized Session Recording Protocol (SIPREC).
Nice Job, NICE! DMC Consulting Names Leading WFO Vendor
NICE Systems, provider of intent-based solutions, has once again taken the lead in the contact center workforce optimization (WFO) market. DMC Consulting LLC released a report that discloses information on NICE and just what it is doing right to become the leading workforce optimization provider in the world at the moment.
Social Media Matters in Customer Experience Management
One of the most valuable tools for engaging with customers is likely resting at your fingertips. With the rapid adoption of the smartphone and the proliferation of social media apps on mobile devices, consumers and company representatives alike can engage, interact and instigate action. And, it even works for public entities.
DMG Consulting Recognizes NICE as Top Contact Center WFO Vendor
The latest report from DMG Consulting titled "Quality Management/Liability Recording (Workforce Optimization) Product and Market Report 2011-2012," has yet again recognized NICE as a global leader within the contact center Workforce Optimization (WFO) market. NICE is a renowned source of intent-based solutions that optimize business performance, operations, compliance and security.
NICE Reports Strong Growth in First Quarter of 2012
NICE Systems has reported record non-GAAP revenues of $215 million and non-GAAP EPS of $0.57 for the first quarter of 2012.
Procurement Innovation Can Drive Productivity Gains
Innovation is required if the United States is to regain the level of productivity that it enjoyed toward the end of the 19th Century through the mid-20th Century. However, innovation by itself is not enough. Just as our parents and grandparents adopted electricity, the automobile, credit cards and airplanes in the period from 1870-1950, businesses and organizations of the 21st Century must embrace change.
Workforce Optimization: NICE Subsidiary Unveils Hedge Fund Trading Compliance Solution
NICE Systems, a provider of operational efficiency and workforce optimization solutions, announced that NICE Actimize, its subsidiary that provides financial risk and compliance software platform for the financial services industry, is offering a comprehensive hedge fund trading compliance solution for the cash market and derivative asset classes.
NICE Introduces NICE Mobile Reach Solution
NICE has unveiled NICE Mobile Reach (MR) solution, which the company claims is the industry's only comprehensive offering for assisted customer service over smartphones and tablets.
NICE Recording Solution Improves Greater Manchester Fire and Rescue Service Response Time
The U.K.'s second-largest fire service, Greater Manchester Fire and Rescue Service (GMFRS), recently announced it has awarded Sinclair Voicenet - a specialist provider of multimedia recording, quality management, customer interaction analytics and workforce management solutions - a major contract supply and install a new voice recording solution for the GMFRS.
NICE Reduces Service Costs for Mobile Customers
NICE is reducing service costs for mobile customers by introducing the industry's only comprehensive offering for assisted customer service over smartphones and tablets.
UserVoice and SugarCRM Team Up to Provide Integrated Customer Support
The world's fastest growing customer relationship management company, SugarCRM, has integrated with the Web's easiest customer service solution, UserVoice to provide bi-directional data sharing between these 2 powerful systems. By integrating with SugarCRM, customer activity, support requests and feedback from UserVoice will now populate SugarCRM's databases in real-time. This integration will have numerous benefits especially to customers already using the CRM.
NICE Establishes Practice Dedicated to the Dodd-Frank
NICE, the worldwide leader of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time, has established a practice dedicated to the Dodd-Frank Wall Street Reform and Consumer Protection Act (Dodd-Frank).
NICE Demonstrates its Customer Service Offering
NICE is demonstrating the advanced capabilities of its comprehensive customer service offering at the Frost & Sullivan MindXchange 2012.
Proven Workforce Optimization Solutions from NICE
Workforce optimization is the process of gaining insights into how the workforce is doing their jobs/project and acting on those insights. The goal is to create a more efficient work environment. Workforce optimization involves marrying management practices to the business plans and concepts that ultimately affect customer service levels.
NICE Releases NICE Desktop Cloud Visualization (DCV) version 2012.1
NICE released a new Desktop Cloud Visualization version 2012.1, providing remote access to 3D applications on Linux and Windows desktop environments. The service is packed with new features specifically focusing on usability, performance and security.
Denver RTD Expands Implementation of NICE Solutions
Denver Regional Transportation District (RTD) will expand its implementation of NICE video security solutions to the West Rail Line, Union Station, and the Denver Civic Center. The public transit system for greater metro Denver (CO) has been a NICE customer since 2001 and has also purchased the NICE IP radio recording solution and NICE Inform for this expansion program.
Accenture's Acquisition of Neo Metrics Analytics to Strengthen its Customer-focused Analytics Assets
Accenture, a global management consulting, technology services and outsourcing company, has announced completion of the acquisition of Neo Metrics Analytics S.L. Neo Metrics Analytics is a consulting firm specializing in optimization and predictive analytics based in Madrid, Spain.
The Value in Workforce Optimization
Workforce optimization in the contact center involves gathering and sorting through piles of data that can help companies make changes that help progress their campaigns toward success. At the same time, it also helps the organization to understand the challenges and capitalize on the opportunities the workforce brings to the table.
NICE Helps Maximizing VoC Programs
NICE is hosting executive breakfast series focusing on maximizing voice of the customer programs.
NICE, Cisco Integration to Impact Workforce Optimization Industry
In an announcement that is sure to rock the workforce optimization and customer relationship management sector today, NICE Systems, a provider of customer experience enhancing solutions for the enterprise announced a new integration with Cisco that will allow both companies to reap grand benefits in terms of broadening customer bases and strengthening product offerings.
Five9 in Pact with NICE to Develop Cloud-based Workforce Optimization
NICE Systems, a provider of real-time, cross-channel analytics applications, announced it is partnering with Five9, a cloud-based contact center firm, to develop a cloud-based Workforce Optimization (WFO) application.
NICE Combines Solutions for Improved Workforce Optimization
The customer relationship management and workforce optimization market is a competitive one, and companies are finding that optimizing their customer-facing solutions ultimately saves them money and improves customer retention. NICE Systems is well aware of these requirements, and so has recently combined two of its solutions to enhance the overall customer experience.
Can Your Workforce Optimization Program Identify Damaging Knowledge Gaps?
If you run or manage a call center, you'll know that no matter how carefully you design a workforce optimization program or how up-to-date your technologies are, your biggest enemy is "knowledge gaps" among your front line call center workers. While a customer may call and receive great information from one element of your contact center organization the first time, if there's a second call, he or she may not get so lucky. The department or individual who handles the second call may not be so well versed with the customer's needs or issues, and in a flash, you've just handed your customer an inconsistent customer experience.
Successful Workforce Optimization Solution Requires Planning and Measurement
Like any business, success is often measured by the people that work for there. Because scheduling employees is so critical to daily operations, finding the best workforce optimization solution is very important.
L.L.Bean Uses NICE Workforce Optimization Solutions to Maintain Top Notch Customer Service
L.L.Bean is famous for its World Class customer service, and with good reason. As a mail order, online, and in-store retailer celebrating its 100-year anniversary this year, L.L.Bean has seen the tides of customer-facing processes change gradually and significantly, and its workforce optimization processes have undergone important changes as well over the last century. What intrigues those in the customer relationship management (CRM) field is how such an organization selects the right type of software to manage its customer-facing operations.
ASC Successfully Implements WFO Solution for Sparda TelefonService
ASC, a global provider of innovative solutions to record, analyze and evaluate multimedia-based communications, has implemented workforce optimization (WFO) solution for Sparda TelefonService GmbH & Co. (STSG), a call center handling inbound and outbound telemarketing, email and fax communications as well as agent training and coaching.
Jenne to Distribute NICE's Workforce Optimization Solutions
In a move to improve its customer-facing operations as well as its range of services for its clients, Jenne, a unified communications distributor in Ohio, has recently cut a deal with NICE Systems to onboard its call capturing and analytics solutions.
Starboard Storage Systems Announces AC72 to Handle Mixed Workload Environments
Starboard Storage Systems recently announced its Starboard AC72 Storage System, which has been designed to significantly ease the management of mixed workload environments that are inclusive of unstructured, virtualized, as well as structured data. It will be able to do all this while providing twice the performance at less than half the price of traditional SAN and NAS systems.
VCG to be an Exhibitor at HCI's Talent Strategy and Workforce Planning Conference
Volt Consulting Group, a deliverer of consulting and process mapping, workforce design and delivery, workflow automation, and managed solutions that help companies build and maintain a competitive advantage in the global marketplace, will participate as an exhibitor at the upcoming Human Capital Institute's (HCI) Talent Strategy and Workforce Planning Conference in Atlanta, GA.
Lasso CRM Gains Traction in the Canadian Market
Lasso CRM is gaining popularity amongst the developers, builders and marketing sales agencies in the Canadian market.
Finding a Market Advantage with Your WMS
Time is the most critical component of all things having to do with REO properties. Whether it is a long delay in approvals or an extremely quick turn around on an asset, it is always important to manage your time as effectively as possible.
NICE Looks to Expanding Solutions for Maximum Customer Impact in 2012
Towards the end of 2011, I was fortunate enough to have a conversation with Michael Storm, director of Innovation and Strategy for NICE Systems about how the company made improvements to its workforce optimization solutions over the year, as well as what it is looking forward to in the coming months. As it turns out, NICE is making inroads to exciting new ventures in the workforce optimization space.
Looking Back on Workforce Optimization with NICE Systems
We are long-time surveyors of the world of workforce optimization solutions and strategies here at TMC, so it is always helpful to get some insight from the big guys in the space when it comes time to think about the progress the workforce optimization market made towards the end of the year. This year, I got the chance to sit down with NICE Systems' Director of Innovation and Strategy, Matthew Storm, to find out more about how the company sees its past progress contributing to its future.
Getting CEM Right by Yourself: The True One Percent
Let us know if this sound sfamiliar: A company decides to adopt Customer Experience Management, they get all kinds of feedback, sit back and think "Okay, now what?" What to actually, you know, do with all this?
Using Workflow Software to Manage Restoration Vendors
REO assets are notorious for being in poor condition once a broker or agent takes possession. Previous owners, squatters, petty criminals and the wear and tear of abandonment often leave properties damaged. With this as a stark reality for REO agents and brokers, how can one best manage repairs, working with reliable vendors all while marketing the property for sale?
Production Real-Time Performance Testing with AppDynamics and SOASTA
The AppDynamics real-time application monitoring solution has been integrated with the SOASTA CloudTest Platform. Full-scale performance tests of production systems can be quickly set up and run by users with this solution. This is possible by using SOASTA with Java and .NET performance analytics collected through AppDynamics. A joint announcement in this regard has been made by SOASTA and AppDynamics. SOASTA is an organization in cloud-based performance testing. AppDynamics is the next generation Application Performance Management or APM company.
Exar Technologist Showcases Workforce Optimization Techniques
In his presentation "PK Acceleration for Increased Server Performance," which was part of the Accelerating Application Performance session 2-20, Fryar focused on server and workload-optimization techniques and also discussed the impact and benefits that it would have on web application servers.
NICE Boosts Workforce Optimization Suite with Merced Systems Acquisition
In a move that solidifies the company's position in the performance management sector, NICE Systems has acquired Merced Systems for a reported $150 million to underscore its ability to provide top notch analytics tools and workforce optimization solutions.
Closing the Loop in CEM with Workforce Optimization
The world of Customer Experience Management (CEM) demands that you readily engage with customers and collect feedback. At that point - what are you doing with the new data you have collected? Are you able to make changes to your processes or product lines to more readily match customer expectations? Are you instead focusing on workforce optimization to create a more productive environment?
Workforce Optimization When Buying Customer Loyalty, Get the Basics
Look, we all know it's a pretty dismal economic climate today, and as a result, custom and loyalty are at a premium -- everybody wants to hold on to the customers they have. One way many seek to do this is by offering freebies or special deals, be they free apps heavily embedded with adverts, or gifts to customers, or even gifts and offers to non-customers to expand the brand.
NICE Improves Interaction Management for C3
NICE is enhancing the recording and quality management systems for customer management solutions provider C3/CustomerContactChannels (C3).
NICE Recognized for Workforce Optimization Leadership
As a veteran in the workforce optimization industry, NICE Systems has recently been recognized for its "completeness of vision and ability to execute" by Gartner, Inc. in a report on workforce optimization organizations.
NICE, Fizzback Union to Bring Better Customer Results and Workforce Optimization
TMCnet covered NICE System's news a few weeks back about its recent acquirement of Fizzback, a provider of real-time voice of the customer solutions, and how that agreement is part of NICE's growing cross-channel interaction analytics offering. From a larger point of view, NICE and Fizzback's union will bring much more than a heightened voice-of-the-customer experience.
Calabrio Establishes Formal Workforce Optimization User Group
Calabrio, Inc., a provider of contact center workforce optimization software, has established formal workforce optimization user group.
Ready. Fire. Aim.
As businesses look toward 2012, many are developing ambitious plans in order to achieve their growth and profit goals. In conversations with many organizations, I hear of four themes that are included in many of these plans.
Workforce Optimization, Lean Six Sigma Are Natural Allies, According to Guidon
As anybody who has experience with workforce optimization knows, WFO can be quite handy when looking to improve performance within a company, especially with such tasks as identifying and implementing approaches for such tasks as employee training, efficiency and retention.
Workforce Optimization Focused on How Customer Experience Can Drive Loyalty
A recent NICE blog assumed the answer to this question would be a strong 'Yes.' As a result of the relationship between workforce optimization and customer loyalty, companies continue to focus on improvements in customer service. The challenge, however, is that these organizations must have more than just a proven desire to improve the customer experience.
NICE CMO Discloses Fizzback Acquisition
NICE Chief Marketing Officer Benny Einhorn recently wrote that company officials are "pleased to share with you the news we announced that we have reached an agreement to acquire Fizzback, provider of a real-time Voice of the Customer product."
Avoid a Legal Snafu with Workflow Management Software
When dealing with REO properties, you can never be too careful in your task management. The possibility for legal problems and challenges is particularly high with distressed properties. By using good workflow management software, you can avoid some of the stress of worrying about your legal compliance. Errors and oversights can be minimized and with accurate records kept by your software, you can ensure all your required tasks are completed.
HyperQuality Advances Contact Center Performance and Workflow Management
HyperQuality, a provider of contact center workflow and business intelligence management services and solutions, has unveiled ClearMetrix 3.0, an advanced version of SaaS solution.
Workforce Optimization Drives Performance with Personalization
Making changes in the contact center is not an easy task. The sheer volume of agents, interactions and metrics to track make it nothing short of a challenge to implement new software, processes or channels. To remain competitive and profitable, however, the contact center has to be a consistently evolving environment. One method to drive this evolution effectively is personalization enabled through workforce optimization.
NICE to Acquire Fizzback to Create a Complete Voice of the Customer Offering
NICE Systems, a provider of global integrated digital recording and management solutions, announced that it has signed an agreement to acquire Fizzback, a leading software provider for real-time customer feedback and customer experience management solutions.
Workforce Optimization Can Help Enhance the Multi-Channel Experience
The customer service space has evolved considerably from the days of customers making a quick phone call or sending a letter, sure to receive a mailed response within a week or two. Today, we expect to reach a customer service rep immediately and receive resolution to an issue just as quickly. Without workforce optimization within the call center to try and meet such expectations, customer service experiences can quickly deteriorate.
Workforce Optimization Can Help Enhance the Multi-Channel Experience
The customer service space has evolved considerably from the days of customers making a quick phone call or sending a letter, sure to receive a mailed response within a week or two. Today, we expect to reach a customer service rep immediately and receive resolution to an issue just as quickly. Without workforce optimization within the call center to try and meet such expectations, customer service experiences can quickly deteriorate.
Global Study Shows Innovation in Learning Drives Workforce Productivity
Three years of global economic stress have pushed organizations to maximize employee productivity, and to make strategic decisions on cutting spending in a way that does not compromise future growth as budgets tighten, according to a new study by ESI International.
The Future of REO Workflow Management Software Technology
Predictions for the future of workflow management software all center around one word: mobile. Since so much of real estate owned (REO) management is done on premise, it is important to have the ability to readily access workflow management software from any remote location. Below, we'll explore the some of the players in the mobile computing movement.
Workforce Optimization: More Important than Ever in the Tweetosphere
Interesting commentary recently from Dhiraj Rajaram, founder and CEO of Mu Sigma, and Lakshmi Manasa, analyst with Mu Sigma, a company which helps clients institutionalize data-driven decision making.
The Agent Performance Optimization Market Thrives Despite the Recession
Every organization today says it is putting renewed effort into enhancing customer experience. To that end, many have turned their focus to agent performance optimization (APO) tools. Therefore, it makes great sense to be aware of what is happening in that market and take it into consideration when making any purchasing decisions.
Workforce Optimization Can Help Bridge the Contact Center/Marketing Gap
Your call center has a lot to accomplish in a given day. From answering calls in a timely manner to completing database information on every interaction, how can you be sure that the information communicated best represents your brand? At the same time, how do you support the efforts of your staff to keep the center running smoothly?
Verint Wins Series of Awards for Its Leadership in Workforce Optimization Market
Verint Systems, a provider of "Actionable Intelligence" solutions and value-added services for workforce optimization and analytics, announced it has won a number of awards from the industry for its leadership in workforce optimization (WFO) and analytics.
Workflow Management Software for Agents in Distressed Real Estate
Few professions involve as many tasks as the distressed real estate industry. Agents in this business must work with government agencies, banks, lenders, outside servicers and field agents, creating up to 400 tasks per property. On top of that, legal disputes and homeowner laws muddy the water, making even the smallest tasks vital to each property.
Verint Announces Program to Protect Intellectual Property
Verint Systems has announced the release of Verint Open Innovation Network program, reinforcing its leadership and innovation in the workforce optimization market.
NICE Named Leading Player in Workforce Optimization Market
NICE leads in the each of the three key segments of the North American Contact Center Systems Market, according to the 2011 report by Frost & Sullivan.
UK Businesses to Spend More on IT for Better Workforce Optimization
Businesses in the U.K. plan to spend more money on IT over the next 12 months, according to a survey conducted by NETGEAR.
Insperity Survey Shows SMB's Struggle with Workforce Optimization in Poor Economy
Small businesses are slowly proceeding with growth plans in 2011, but continued economic uncertainty has tempered plans according to an Insperity survey.
Envision to Share Workforce Optimization Insights at CCNG Speaking Events
Envision Inc. a global provider of workforce optimization (WFO) solutions, contact center coaching and consultative services, will host three educational sessions through CCNG, the leading call center member organization.
NICE Garners Global Recognition for Superior Workforce Optimization Solutions
In a recently released report from analyst firm DMG Consulting, the firm recognized NICE Systems for its leading work in the workforce optimization and management space. The report, titled "Contact Center Workforce Management Market Report," ranked organizations based on market share, and number of seats.
CallCopy Releases New Version of cc: Discover Workforce Optimization Suite
CallCopy, a provider of call recording and contact center solutions, has introduced the new version of its cc: Discover workforce optimization suite.
Workforce Optimization Recognition Goes to NICE Systems
Just recently revealed as a worldwide leader in contact center workforce optimization, NICE Systems has been named to the "2011 Quality Management/Liability Recording (Workforce Optimization) Market Share Report," by DMG Consulting LLC.
Future of Workforce Optimization Discussed with Leader from NICE Systems
The growth of cloud computing is affecting technology developers, suppliers, resellers, and industry observers left and right. The pervasiveness of cloud computing is undeniable in this day and age, and those software providers in the workforce optimization industry are taking a unique approach to its development. In an interview with TMC, Matthew Storm, director of Innovation and Solutions from NICE Systems, discussed the effects of the growth of cloud computing on the development of NICE's services and its outlook on the market and potential changes. As a supplier of workforce optimization software, NICE works with various partners, a subject on which Storm gave more detail.
NICE's Leading Workforce Optimization Strategies Stay ahead of the Market
The workforce optimization market is an ever-changing space, especially with the recent developments in social media and the cloud. Security has become a vital and imperative feature of today's CRM systems as agents adapt to working with fewer physical tools and more monitoring solutions. Contact centers are being forced to reexamine the ways in which they handle customer data, how they guide their agents, and issues that crop up with employees working from remote locations.
OpinionLab Expands Mobile Customer Feedback Tools
OpinionLab, the pioneer and a major player in voice-of-customer listening technologies, has announced the extension of its mobile customer feedback tools.
Workforce Optimization: Brooke Army Medical Center Deploys NiceVision Net 2.0
Brooke Army Medical Center (BAMC) is expanding its implementation of NICE security solutions and upgrading its video surveillance capabilities with the latest version of NICE's IP video solution, NiceVision Net 2.0.
Nice Systems Showcases New version of Situator Situation-Management Solution
During the National Emergency Number Association conference, held this week, Nice Systems, the worldwide leader of intent-based solutions, displayed a new version of its Situator situation-management solution for the public-safety sector.
Workforce Optimization: NICE Intros NICE Situator for Public Safety
NICE Systems, a provider of intent-based solutions that capture and analyze interactions and transactions, introduced NICE Situator for public safety.
Shares of NICE Systems Cross Below Their 200-Day Moving Average
NICE Systems, an applications software company, is specialized in integrated digital recording and management solutions. NICE trades among companies like Take-Two Interactive Software (TTWO) and Advent Software (ADVS), which were up 0.4 percent and 0.2 percent respectively.
NICE Actimize is No.1 Solution Provider in Anti-Money Laundering, Anti-Fraud Software Categories
NICE Actimize, a NICE Systems company, has announced that it has been ranked as the number one solutions provider in both the Anti-Money Laundering (AML) and Anti-Fraud software categories in Operational Risk & Regulation magazine's Compliance Software Rankings 2011.
NICE on Contact Center Performance Issues
Contact centers are facing increasing pressure to up their performance in today's slow economy, from both demanding and - thanks especially to social media - powerful customers and resource-conscious CFOs. To get some insights on contact center performance issues TMCnet recently interviewed Matt Storm who is director of strategy and innovation with NICE, long a leading supplier of performance management/workforce optimization solutions.
Workforce Optimization Goes to the Cloud with Partnership between NICE and Five9
In a collaboration between NICE Systems and Five9, NICE's industry-leading workforce optimization software will enhance Five9's ability to serve its larger customer base with real-time, cross-channel analytics that comprise an intricate cloud-based call center platform. As a leader in on-demand call center software, Five9 will benefit from NICE's offerings by being able to better serve its enterprise customers.
MedQuist Holdings Awarded Contract by Anthelio Healthcare Solutions
Anthelio Healthcare Solutions of Dallas, Texas has awarded a contract to MedQuist Holdings Inc., a premier provider of integrated clinical documentation solutions for the U.S. healthcare system.
NICE Reports First Quarter 2011 Results
NICE Systems has reported non-GAAP revenues of $187 million in first quarter of 2011, up 15 percent from last year.
NICE Actimize's Software Ensures Fraud Protection
Provider of risk and compliance software, NICE Actimize, a division of NICE Systems, has recently unveiled its position in the Leaders Quadrant in Gartner's "2011 Magic Quadrant for Web Fraud Detection" report. Offering the largest and broadest financial and risk management software platform, NICE has benefited from the reportedly busy Web fraud detection market over the past year.
Workforce Optimization: Ten Ways Cloud Computing Can Help Your Business
Industry observer Chris Bucholtz recently put together a good list of ten ways cloud computing can help make your business stronger.
NICE Systems Shares Gain, Record 53 Percent above 52-Week Low Price
Shares of NICE Systems, a provider of intent-based solutions that extract insight to impact business performance, reduce financial risk and ensure safety and security, traded at a new 52-week high at $38.43.
CRM Week in Review: SaaS Vendors and Software Developments
Gartner's CRM software-as-a-service (SaaS) vendor market guide has just listed smartFOCUS, a global provider of multi-channel marketing software, the company announced early this week, according to TMC's Linda Dobel.
Bank of Ireland Chooses NICE System's Crime Protection Solution
NICE's Enterprise Risk Case Manager, Card Fraud, and Anti-Money Laundering solutions have been chosen by Bank of Ireland to enhance its financial crime control. As a provider of financial crime, risk, and compliance software, NICE Systems will integrate its software into Bank of Ireland's existing infrastructure to deploy for risk minimizing and enhanced regulatory compliance.
Identity Management Solution Boosts NICE Situator Real-time Security Situation Management Solution
To help enhance security operators and physical identity managers, NICE Systems has made its NICE Situator software interoperable with Quantum Secure's physical identity management solution. As a leader in intent-based solutions, NICE Systems will partner with Quantum Secure in this capacity to assist security operations in improving responses and mitigating risks and threats.
NICE to Help Dallas-Fort Worth International Airport Bolster Security Capabilities
The Dallas/Fort Worth International Airport (DFW), which ranks third among the world's busiest airports in aircraft movements and eighth with respect to total passenger traffic, has placed a multi-million dollar order to expand its NICE implementation.
NICE's Real-time Workforce Optimization Integrated with Scorecard Routing
NICE Systems, provider of workforce optimization services, has recently revealed a partnership with Transera Communications for increased strategic integration of NICE's Real-time Process Optimization and Transera's Scorecard Routing system.
Innovation and Growth to Continue in Workforce Optimization
A new research by DMG Consulting LLC, a provider of telephony, contact center and real-time analytics market research and consulting services, noted that innovation and growth would continue in the workforce optimization market through 2013.
Agentek Improves Service Delivery for Restaurant Technologies
Restaurant Technologies, Inc. (RTI) is using Agentek's field service mobility and routing and scheduling solution to increase productivity, reduce operating costs and improve service delivery.
Workforce Optimization Solutions Provider NICE Systems Reports High Trading Volume for its Shares
NICE Systems has said that recently its shares saw unusually high trading volume. During mid-day trading on Thursday, around 261,564 shares changed hands, an increase of 23.82 percent from the previous session.
Workforce Optimization: Imperial Capital Analysts Raise Price Target of Nice System Shares
Nice System has said that recently equities research analysts at Imperial Capital, in a research note to investors, boosted its price target on shares of the company from $46 to $48.
Workforce Optimization: NICE Systems to Acquire CyberTech International
NICE Systems Ltd., has reached an agreement to acquire CyberTech International, a global provider of compliance recording solutions and value-added applications. The transaction, which is scheduled to close in March 2011, is subject to satisfaction of certain terms. Under the terms of the agreement, NICE will be acquiring CyberTech for a total cash consideration of approximately $60 million.
Intuate Group Introduces New Workforce Optimization Service
Intuate Group has announced the local release of Noble Workforce Management 2.1.1 (WFM), the next-generation of Noble Systems' planning tool for contact center management.
NICE Systems Wins Award for Workforce Optimization Solution
As a provider of workforce optimizations solutions, NICE Systems helps businesses improve overall performance and agent productivity, and it has recently received the Customer Value Enhancement of the Year Award, North America 2011 from Frost & Sullivan, an analyst firm.
Workforce Optimization:Nice Takes Frost & Sullivan Award for Customer Value Enhancement
Nice Systems, a provider of intent-based solutions that extract insight to impact business performance and reduce financial risk, announced that it has received the Customer Value Enhancement of the Year Award, North America 2011, from Frost & Sullivan.
Verint's Workforce Optimization Software Deployed at Office Depot
Verint Systems, a provider of workforce optimization (WFO) solutions, has announced that Office Depot, a global supplier of office products and services, selected the Impact 360 Workforce Optimization suite from Verint Witness Actionable Solutions.
Avaya, IBM Team to Integrate Applications from their UC and Collaboration Portfolios
Avaya has announced a broader effort with IBM to integrate applications from the two companies' unified communications (UC) and collaboration portfolios. Leveraging the IBM Lotus user experience and the Avaya Aura core communications platform, the new integration provides customers with a streamlined interface backed by real-time communications features, quality and reliability.
Speech Analytics from NICE Systems Boost Enterprise Offering
NICE Systems has recently revealed its launch of real-time speech analytics for the enterprise. The introduction of speech analytics to its customers will enable them to organize operations by understanding customer intent while the customer interaction with the contact center agent is occurring.
NICE Systems Introduces Real-Time Speech Analytics for Workforce Optimization
According to a recent press release, NICE Systems Ltd. has introduced real-time speech analytics to its Enterprise offering.
Envision Joins Cisco Developer Network for Workforce Optimization
Envision has announced that it has joined the Cisco Developer Network as a Registered Developer within the Workforce Optimization technology category.
NICE Introduces Workforce Optimization Solution for Payment Card Industry
NICE Systems Ltd., a leading provider of Intent-based solutions, revealed new capabilities for NICE SmartCenter's Interaction Recording. The upgraded solution, according to NICE will help contact centers with workforce optimization and ensure compliance with the recently updated requirement of the Payment Card Industry Data Security Standards (PCI-DSS) Council.
NICE Provides Risk Management and Compliance Solutions to Green Dot
NICE Actimize has been selected by Green Dot, a prepaid financial services company, to provide a comprehensive suite of risk management solutions.
IMS Research Honors NICE Systems for Physical Security Software
IMS Research, an independent supplier of market research and consultancy services for the security industry, has named NICE Systems Ltd., a provider of intent-based solutions, as 2010 global PSIM (Physical Security Information Management) software solutions market leader.
Nice Systems' Shares Hit a New 52-week High
The shares of Nice Systems recently hit a new 52-week high. The company said that stock traded as high as $35.04 during mid-day trading and last traded at $34.99.
Workforce Optimization Drives Productivity Gains for the Contact Center
Contact centers are an important part of any enterprise as they are often the primary interaction point between the company and the customer. At the same time, contact centers are also very expensive and decision makers are consistently searching for ways to streamline processes and reduce the cost burden of the contact center. Workforce optimization solutions help to do just that, while also providing key insight into performance and improvement opportunities.
Workforce Optimization Solutions Provider NICE SmartCenter Gets VMware Ready Status
To address the needs of customer-centric businesses with intent-based solutions, NICE SmartCenter solutions has achieved VMware Ready status. NICE SmartCenter is developed by NICE Systems Ltd., the company of intent-based solutions that extract insight to impact business performance, reduce financial risk and ensure safety and security.
NICE SmartCenter Achieves VMware Ready Status
NICE Systems, a major player of intent-based solutions that extract insight to impact business performance, reduce financial risk and ensure safety and security, has announced that NICE SmartCenter solutions have achieved VMware Ready status.
Workforce Optimization: NICE is No. 1 in Speech Analytics Market
NICE Systems Ltd. a company trusted by over 25,000 organizations in the enterprise and security sectors for its intent-based solutions, recently announced that leading analyst firm, DMG Consulting LLC recognized it as the worldwide leader in speech analytics implementations. In its report, entitled, "2010/2011 Speech Analytics Product and Market Report," the research firm gave 34 percent market share to NICE.
Workforce Optimization: Airport Implements NICE Situator to Enhance Security
To enhance the safety and security of passengers and airport staff, the Louis Armstrong New Orleans International Airport has deployed NICE's open platform situation management solution, NICE Situator, for better workforce optimization in its new Security Operations Center.
Workforce Optimization Solution to Enhance Security in Airport
To enhance its situational awareness and response capabilities, the Louis Armstrong New Orleans Airport is to install NICE Systems' Situator for open situation management and enhanced security. Implementing the situation management solution will allow the airport to incorporate third party systems, video solutions, fire alarm systems, access control solution, and a computer-aided dispatch system.
NICE Systems Unveils Workforce Optimization Business Solution
NICE Systems Ltd., a major player of intent-based solutions that extract insight to impact business performance, reduce financial risk and ensure safety and security, has introduced the NICE Process Enforcement workforce optimization business solution.
NICE's Process Enforcement Solution to Improve Top-10 North American Bank's Workforce Optimization
The new NICE Process Enforcement business solution ensures regulatory compliance for thousands of branch tellers, and soon it will be utilized by a top-10 North American bank. The bank will use the innovative solution to improve customer service interactions via the ability to gather information from multiple operational systems.
DMG Consulting: NICE Leads in Workforce Optimization Market
DMG Consulting has highlighted NICE Systems' leadership and market share increase over 2009. The analyst firm has mentioned this fact in its 2010 Quality Management/Liability Recording (WFO) Mid-Year Market Share Report, which is based on market performance in the first six months of 2010.
VPI Inks Strategic Deal with NACR for Workforce Optimization
Voice Print International (VPI) has inked a strategic alliance with NACR. Under the agreement, NACR will market and distribute VPI EMPOWER, VPI's suite of workforce optimization solutions, through its network of more than 600 employees and sales offices located across North America.
NOVAtime SaaS Hosted Solution Optimizes Management of 22nd DAA Workforce
The 22nd District Agricultural Association is a State of California agency that owns and operates the Del Mar Fairgrounds which is a 370-acre site. Home to more than 350 annual events, the Fairgrounds
NICE SmartCenter Solutions Interoperate with Cisco's Products
NICE SmartCenter solutions will now interoperate with Cisco's three newly announced products: Cisco's media capture platform, Cisco SocialMiner for social media management, and Cisco's new web 2.0 collaboration desktop, Cisco Finesse.
Verint Experts Explore Enterprise Workforce Optimization Themes at Upcoming Global Events
Verint Systems Inc., a global player in Actionable Intelligence solutions and value-added services, announced that company experts from Verint Witness Actionable Solutions will present on the impact of enterprise workforce optimization (WFO) strategies and solutions during several upcoming global events.
NICE Placed in Gartner Report
NICE Systems Ltd., a major player of intent-based solutions that extract insight to impact business performance, reduce financial risk and ensure safety and security, has been positioned by Gartner, Inc. in the Leaders Quadrant of the October 2010 "Magic Quadrant for Workforce Optimization" report.
Report: EMEA Agent Performance Optimization Market to Reach 201.7 Million in 2016
Frost & Sullivan announced that growth of agent performance optimization (APO) market in Europe, Middle East and Africa (EMEA) has been restrained by the economic downturn affecting the region.
NICE Actimize Offers Trading Compliance Solution to Global Energy Firm
NICE Actimize, a provider of a single financial crime, risk and compliance software platform for the financial services industry, announced that a top 5 global energy firm is implementing the Actimize Energy Trading Surveillance solution.
NICE Given Frost & Sullivan Leadership Award for Contact Center Agent Performance
Not only was NICE recognized by Frost & Sullivan, the company took the No. 1 position in the analysts firm's 2010 report on the EMEA APO Market. Frost & Sullivan defines the APO Market as made up of the key segments of quality management (QM), such as contact center analytics and workforce management (WFM).
NICE Launches Next-Gen Open-Platform IP Video Surveillance Solution
NICE Systems has launched NiceVision Net 2.0. NiceVision Net 2.0. The three-tiered offering provides versatility and low total cost of ownership (TCO) and can easily meet the needs of a variety of security operations.
NICE Broadens Scope of Solution for Small- to Mid-size Contact Centers, Branches
NICE Systems Ltd., a major player of intent-based solutions that extract insight to impact business performance, reduce financial risk and ensure safety and security, made significant enhancements to NICE Perform eXpress, enabling small- to mid-size contact centers and branches to deliver a differentiated customer experience with a new Quality Management solution that is delivered via an intuitive web client.
Energy Trading Companies Challenged by Compliance Costs and Shifting Enforcement Priorities
Facing increased scrutiny from regulators, energy trading companies are acknowledge the many risks entailed in failing to establish effective compliance programs, but are currently challenged by compliance costs and shifting enforcement priorities, according to a survey released by compliance software provider NICE Actimize, a NICE Systems Company, and international law firm Fulbright & Jaworski L.L.P.
SEB Deploys NICE Actimize's Market Abuse Solution
NICE Actimize, a NICE Systems company and a provider of a single financial crime, risk and compliance software platform for the financial services industry, has announced that Skandinaviska Enskilda Banken (SEB) has seen results from the deployment of the company's Market Abuse solution.
Extending Your CRM System to Get Customer Insights
Imagine that you are the VP of Marketing of a mid-sized organization. It has been a year since you implemented your SaaS-based CRM system. The VP of Sales is pleased with his ability to track the sales pipeline and manage the funnel. Your marketing program manager is generating higher quality leads. Even your customer support manager is happy with a streamlined case management process in place. But there is still a key piece missing: you still don't have a way to communicate with your customers and seamlessly incorporate their feedback into your CRM system.
NICE Systems, DVTel Offer Cost-Effective Interface to Integrate Any Video System to NICE Platform
NICE Systems, a provider of "intent-based solutions" and value-added services or announced advancements to its Open Situation Management initiative for multi-sensor security deployments such as high-end government security facilities and sporting and gaming events.
NICE Situator Now Interoperable with DVTel's Latitude Network Video Management System
NICE Systems has announced that it continues to advance its Open Situation Management initiative for multi-sensor security deployments.
Ovum's Contact Center Analytics Market Report Recognizes NICE's Leadership Position
The company, according to officials, achieved the highest overall score in key technology assessment categories in the report. These categories include solution breadth and depth, strategy, maturity, packaged solutions, and integration with third party systems.
Ovum Recognizes NICE's Leadership Position in Its 2010 Contact Center Analytics Market Report
NICE Systems, a provider of Insight from Interactions solutions and value-added services, has claimed that industry analyst firm Ovum has recognized their worldwide leadership position in its 2010 contact center analytics market report 'Decision Matrix: Selecting a Speech Analytics Vendor'.
NICE Systems Leads the North American APO Market
NICE Systems has announced that it has emerged as the top industry player in North America in terms of revenue as per the 2010 North American Agent Performance Optimization Markets report by Frost & Sullivan. The findings of the report are based on full-year 2009 performance. NICE specializes in intent-based solutions that allow organizations to extract Insight from Interactions to drive performance, reduce risk, and ensure safety.
Experts to Discuss Workforce Optimization, Quality Monitoring, Speech Analytics
Verint Systems Inc., a major player in Actionable Intelligence solutions and value-added services, has announced that industry experts from Verint Witness Actionable Solutions will present on the value and benefits associated with workforce optimization, quality monitoring, speech analytics and coaching software during upcoming events.
NICE Systems Debuts NICE Sales Effectiveness Business Solution
NICE Systems, a provider of Insight from Interactions solutions and value-added services, has stated that its newly unveiled NICE Sales Effectiveness Business Solution is designed to help companies optimize their customer dynamics and maximize the sales potential of their contact centers.
NICE Demonstrates Positive Growth Momentum and Improved Profitability in the Second Quarter
The results for the second quarter ending June 30, 2010, have been announced by NICE Systems, a premier global provider of intent-based solutions that enable enterprises and security organizations to extract Insight from Interactions, transactions and surveillance to drive business performance, reduce risk and ensure safety.
VPI Integrates Its Workforce Optimization Technology into Avtec's Scout VoIP Console System
VPI, a dealer in mission-critical interaction recording and workforce optimization solutions, has stated that it has integrated its VPI CAPTURE recording technology with Avtec's Scout VoIP console system for streamlined, software-only recording.
NICE Actimize's Market Abuse Solution Deployed by Caja Madrid
NICE Actimize has announced that Spain-based Savings bank Caja Madrid has deployed its Market Abuse solution to comply with strict requirements imposed by the Spanish regulator Comision Nacional del Mercado de Valores, and to better align with the EU market abuse directive.
Telefonica O2 Ireland Deploys Verint's Impact 360 Advanced Speech Analytics Solution
Verint Systems has announced that Telefonica O2 Ireland, a provider of mobile services and communications solutions to customers and corporations in Ireland, has implemented its Impact 360 Advanced Speech Analytics solution.
NICE Inform Completes Integration Testing for Motorola's TETRA DIMETRA IP 7
NICE Systems has announced that NICE Inform, an incident information management solution for public safety organizations, has successfully completed integration testing for Motorola's Terrestrial Trunked Radio (TETRA) DIMETRA IP release 7.
NICE, Esri Collaborate to Enhance NICE Situation Management Solution
NICE Systems Ltd. a provider of intent-based solutions that allow enterprises and security organizations to get Insight from Interactions and Esri announced an OEM agreement to enhance NICE Situator by adding Esri's GIS capabilities for enabling better situation management.
NICE On Performance Analytics
Knowledge is power and for organizations they need more than ever what with a too-slow economic recover the knowledge from captured customer interactions to find ways to reduce costs and retain and grow revenue and customers
NICE Systems and Esri Enter into OEM Agreement
NICE Systems, a provider of intent-based solutions and value-added services, and Esri, a provider of geographical information system software, have entered into an OEM agreement to enhance NICE Situator with Esri's GIS capabilities, for enhanced situation management.
NICE Inform Integrates with Motorola's TETRA DIMETRA IP Release 7
The integration testing for Motorola's TETRA DIMETRA IP release 7 has been successfully completed by NICE Inform, incident information management solution for public safety organizations.
NICE Systems Introduces NICE Back Office Suite
NICE Systems has announced NICE Back Office Suite, which is targeted at improving workforce compliance, and quality of service in back office operations.
Ronald Reagan Washington National Airport Expands its NICE Deployment
Ronald Reagan Washington National Airport has successfully deployed NICE's IP video surveillance solution in a follow on project to improve safety and security for its 18 million annual passengers and provide a platform for future expansions and migration to IP video surveillance.
NICE Receives Highest Ranking and Hot Vendor Award
NICE Systems, a provider of Insight from Interactions solutions and value-added services, powered by advanced analytics of unstructured multimedia content from telephony, web, radio and video communications, has received the highest ranking in the newly published report by leading benchmark, research and business technology advisory services firm Ventana Research, the "2010 Value Index for Agent Performance Management."
Optimize Your Customer Dynamics: NICE Idea
NICE blog post on "Optimizing your Customer Dynamics"
NICE Acquires eGlue, Adds Decisioning Adhesion to NICE SmartCenter
NICE Systems announces deal to acquire eglue, which supplies decisioning and guidance solutions for $29 million, which will enable integration of eglue's solutions into the NICE SmartCenter suite.
NICE System Acquires Lamda Communication Networks
NICE Systems has announced that it has acquired Israel-based Lamda Communication Networks, a provider of satellite communications interception technology.
Lambeth Council Achieves Workforce Optimization with NICE
And things seem to have worked out: The introduction of NICE SmartCenter, NICE officials say, "has enabled the LSC to capture accurate information to explain why customers call, how many interactions are avoidable and begin to understand the true nature of all its customer contacts."
NICE Acquires Lamda Communication Networks; Enhances Security Portfolio
NICE Systems, which provides quality monitoring, workforce optimization, management and insight from interactions using advanced analytics, video and public safety solutions, has acquired Lamda Communication Networks, an Israel-based provider of satellite communications interception technology.
MegaFon Deploys NICE Quality Optimization Solution, Expands NICE-Avaya Environment
Russia-based mobile operator MegaFon has expanded its NICE-Avaya environment with implementation of NICE's Quality Optimization solution, a next-generation quality management, or "QM," solution for contact centers that is part of the NICE SmartCenter suite.
The Seafarers Vacation Plan Picks Up UltiPro Workplace
To manage the union's workforce in the United States, Guam, U.S. Virgin Islands and Puerto Rico, the Seafarers Vacation Plan, which handles the payroll and benefits for the Seafarers International Union, has selected UltiPro Workplace in January 2010.
Harris Bank Deploys GMT's Workforce Optimization Solution at Branches
GMT Corp., a global industry leader in enterprise workforce management and performance optimization solutions, announced that Harris Bank has selected GMT to deploy workforce optimization solutions at its branches. GMT's award-winning GMT Planet enterprise workforce optimization solution will provide capacity modeling and scheduling for all Harris branch employees working in the company's branches throughout Illinois, Indiana and Wisconsin.
Port of Los Angeles to Streamline Operations with NICE Workforce Optimization Management System
NICE Systems Ltd., a provider of workforce optimization and advanced solutions designed to enable enterprises and security organizations to extract Insight from Interactions, has announced that the Port of Los Angeles has initiated the deployment of NICE Situator.
CRM Week in Review: NICE Reports 17% Growth, Telinta Upgrades Switch Partition, Five9's Systems Help Home Agents
Welcome to the week in review for the customer relationship management, or 'CRM,' industry. Below are some of the top stories that came across the TMCnet news wires this week.
NICE Records 17% Year-over-Year Non-GAAP Revenue Growth
Workforce optimization provider NICE Systems, a provider of applications for contact center, financial services and business intelligence, announced results for the first quarter ending March 31, 2010.
Verint Representatives to Highlight Workforce Optimization and Speech Analytics Capabilities
Verint Systems Inc. announced that representatives from the company will offer insights into the value and benefits that can be derived from enterprise workforce optimization, or "WFO." Other topics to be highlighted will be quality monitoring and speech analytics in contact center environments and back office operations.
Blizzard Entertainment Deploys NICE SmartCenter Solution
NICE Systems, a provider of insight from interactions solutions and workforce optimization services through advanced analytics of multimedia content, announced that Blizzard Entertainment, a premier developer and publisher of entertainment software and maker of award-winning online game World of Warcraft®, will be deploying the full NICE SmartCenter suite in its customer service centers in the US, France, Ireland, and South Korea.
NICE Recognized as Leader for Workforce Optimization Systems in DMG Consulting Report
DMG Consulting LLC is an industry analyst/consulting firm specializing in customer-focused business strategy, operations and technology services, which recognizes companies that excel in various fields. And, workforce optimization provider, NICE Systems has been recognized as a worldwide leader in workforce management with an estimated 23.7 percent percent market share, in the new "2010 Contact Center Workforce Management" Market Report.
NICE Systems Optimizes Customer Dynamics with New Solution
NICE Systems, provider of insight from interactions solutions and workforce optimization services, powered by advanced analytics of unstructured multimedia content - from telephony, Web, radio and video communications, released NICE IEX Workforce Management Release 4.
Aspect Unveils Workforce Optimization Platform to Improve Customer Service, Overall Moral
Aspect, a provider of unified communications and collaboration services and software, announced the availability of Aspect Workforce Management version 7.3, a workforce optimization system based on its PerformanceEdge software platform.
NICE Announces Mobile Phone Interaction Recording & Analytics
Workforce optimization and security solutions provider NICE Systems has released new capabilities and functionalities that allow for recording, management and analysis of mobile phone interactions by its customers.
CallCopy Unveils Latest Version of Workforce Optimization Suite
CallCopy, a provider of call recording and contact center solutions, announced the availability of the latest version of its workforce optimization suite, cc: Discover 4.2.
Verint Witness' Workforce Optimization Receives CRM Magazine Award
The next-generation Impact 360 Workforce Optimization suite of Verint Systems Inc. has received the coveted CRM magazine "Service Winner" award, the highest honor, in the category of Workforce Optimization. It has also earned a "Service Leader" award in the Enterprise Feedback Management category.
Workforce Optimization's Fraud Company Completes Key Testing Criteria in Fraud Prevention Benchmark
As a company of workforce optimization provider NICE Systems, Actimize, a provider of a single financial crime, risk and compliance software platform for the financial services industry, has created quite a name for itself in the securities industry.
Industry Experts to Present on Workforce Optimization and Customer Interaction Analytics
Verint Systems Inc., the major player in enterprise workforce optimization software and services has announced that, in the coming weeks, at various industry events and venues, company experts and industry authorities will be giving presentations on topics that span across workforce optimization and customer interaction analytics.
Vortex Connect Unveils Mobile Manager Connect
When the employees take use of the modern technologies to make their work easier, managers cannot be left behind. After launching its Mobile Employee Connect a few months ago, Vortex Connect has now launched Mobile Manager Connect, a smartphone enabled technology.
Workforce Optimization Provider Conducts Webcasts, Roundtable to Facilitate Industry Ideas
Workforce optimization provider NICE Systems will host a number of events to present how NICE SmartCenter along with the newly introduced Intent-to-Insight-to-Impact methodology optimizes Customer Dynamics and improves customer loyalty and retention, regulatory compliance, and operational efficiency.
Envision Recognized as 2010 Workforce Optimization Suite Leader
Envision Telephony, Inc., a provider of workforce optimization, or "WFO," solutions for the contact center and enterprise, announced that the company has been honored with "2010 Workforce Optimization Suite Leader" by CRM Magazine.
Teleperformance Expands its NICE SmartCenter Deployment
Workforce optimization and advanced customer interactions systems provider NICE Systems has had quite an exciting week on their hands.
CRM Week in Review: Five9 Intros Web University, NICE & Microsoft Team Up, VoiceXML Portfolio Gets Boost
Welcome to the week in review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.
NICE and Microsoft Team Up to Optimize Customer Dynamics
Workforce optimization and advanced customer interactions systems provider NICE Systems is working with Microsoft to help Microsoft Communications Server "14" customers optimize the value of customer interactions.
Verint Enhances Impact 360 Workforce Optimization Products
Verint Systems has announced enhancements to its Impact 360 Workforce Management or workforce optimization software from Verint Witness Actionable Solutions.
Verint Enhances Enterprise Workforce Optimization Software Portfolio
Verint Systems, a provider of workforce optimization software and services, announced enhancements to its workforce management, or "WFM," or workforce optimization software from Verint Witness Actionable Solutions.
ClickSoftware Launches Workforce Optimization Software to Schedule Shift-Based Labor Forces
ClickSoftware Technologies Ltd. has released its ClickRoster version 8.1, a workforce optimization software that will help human resource departments and department heads to schedule shift-based labor forces optimally.
Trimble Acquires OMS Vendor LET
Officials of technology company Trimble says it "has acquired LET Systems, a provider of incident and outage management system products and services for utilities."
American Airlines Deploys NICE SmartCenter Suite, Improves Workforce Optimization
American Airlines is achieving improvements in customer experience following a successful deployment of the integrated applications of the NICE SmartCenter suite, including NICE Interaction Analytics solution.
CRM Week in Review: Workforce Optimization Gets Boost, VoiceXML Better for Females
Welcome to the week in review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.
Workforce Optimization Gets Boost with Real-Time Analytics Capabilities from NICE
NICE Systems, which had another breaking announcement this week, has been increasingly dominant in the workforce optimization and security fields.
NICE Systems Intros New Methodology for Optimizing Customer Dynamics
NICE Systems, a provider of advanced solutions for companies to capture, store, retrieve and analyze customer interactions for contact centers and enterprises, has introduced a new methodology for optimizing Customer Dynamics, the dynamic between customers and organizations.
Workforce Optimization Feature: NICE Systems Pleased with Q4 2009 Performance
NICE Systems, a global provider of Insight from Interactions solutions and value-added services, powered by advanced analytics of unstructured multimedia content - from VoIP, Web, radio and video communications, recently reported the results for Fourth Quarter 2009 and Full Year. The fourth quarter booking and backlog reaches all time high, with strong performance across all businesses.
NICE Receives Avaya Certification Award, Workforce Optimization Tested with Avaya Aura
Avaya has presented NICE Systems, a provider of advanced solutions for companies to capture, store, retrieve and analyze customer interactions for contact centers and enterprises, with the Avaya Certification Award for successful testing of NICE Perform 3.2 with Avaya Aura Communication Manager R5.2.1 and Avaya Aura Application Enablement Services 5.2.
Global Workforce Optimization and the Dismal Monthly Employment Report
The Bureau of Labor Statistics will issue its monthly employment situation report Friday, and the best guess now is that there'll be more job losses.
No E-mail? Department of Labor May Fine Your Businesses $15,000
Fined for not having e-mail? Possibly, for any company with a 401k plan and no Internet access. Traditionally, any business with a pension plan could file their 401k forms with the Department of Labor, or "DOL," through either regular mail, or electronically. But, starting Jan. 1, 2010, companies without e-mail may be out of luck, and out of money; $15,000 to be exact.
Workforce Optimization Co.'s Solution Selected by Cincinnati Bell
NICE Systems, a provider of advanced solutions for companies to capture, store, retrieve and analyze customer interactions for contact centers and enterprises, and AnswerOn, which sells customer retention, acquisition and loyalty products to telecommunications service providers, have announced that Cincinnati Bell has selected the joint NICE-AnswerOn Customer Churn Reduction product.
NICE, AnswerOn Team up with Cincinnati Bell for Churn Reduction
NICE Systems, which sells tools to extract insight from interactions, transactions and surveillance, for business performance, reduced risk and safety reasons, has teamed with AnswerOn, which sells customer retention, acquisition and loyalty products to telecoms for a project to give Cincinnati Bell the joint NICE-AnswerOn Customer Churn Reduction.
Case Study: NICE's Workforce Optimization Systems Improve Operations for India Contact Center (Part 2)
In continuing with last week's discussion of Reliance BPO, or "RBPO," Anil Dhirubhai Ambani Group, one of India's largest corporations with 17 contact centers, implementing NICE Systems workforce management, or "WFM," system, the results proved that the Indian company made the correct professional decision to implement the improved applications.
Case Study: NICE's Workforce Optimization Systems Improve Operations for India Contact Center (Part 1)
Editor's Note: When a company announces a new client contract, the announcements that flood the press wires always talk about the new agreement and what's to expect going forward. But, how often do you hear about the success of a company's after a customer has used the system for a period of time? Not as often. So, when I came across a case study that reported how NICE Systems' workforce optimization services transformed a company's operations, I had to report.
As Economy Bounces Back, Improved Customer Interactions Are in Demand
For companies looking to bounce back from the recession, 2010 hopes to serve as the diving board to take that gigantic leap to pick up the pieces.
Despite Economic Recession, Product and Service Demands Keep NICE Steady and Successful in 2009
When looking back on the year, it's no surprise 2009 was a tough one on many companies. But for NICE Systems, a provider of advanced solutions for companies to capture, store, retrieve and analyze customer interactions for contact centers and enterprises, despite the difficult economy, this year turned out to be one of the most successful yet.
To Improve Customer Relationships, Major Bank Deploys NICE SmartCenter
Securing contracts left and right, NICE Systems, a provider of advanced solutions for companies to capture, store, retrieve and analyze customer interactions for contact centers and enterprises, is a hot commodity that many people in the securities and telecom industries want to get their hands on.
NICE Combines Communication Platforms for Multi-Channel Interact Analytics, Improve Consistency & Customer Interaction
It seems as if NICE Systems, a provider of advanced solutions for companies to capture, store, retrieve and analyze customer interactions for contact centers and enterprises, continues to expand and implement its suite of services in various market venues.
Largest Colombian Bank Deploys Actimize Fraud Management Program
NICE Systems, a provider of advanced solutions for companies to capture, store, retrieve and analyze customer interactions for contact centers and enterprises, announced a new push to strengthen its preventative measures against fighting fraud in the financial services market.
NICE Acquires Security Management Software from Orsus, Expands Portfolio
It seems NICE Systems, a provider of advanced solutions for companies to capture, storage, retrieval and analysis of customer interactions for contact centers and enterprises, continues its success streak with an announcement of a new acquisition to further expand the company's already diverse portfolio of services.
What's Hot in CRM: Week in Review
Welcome to the weekend review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.
What's Hot in CRM: Weekend Review
Welcome to the weekend review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.
NICE Wins 2009 Asia Pacific Frost & Sullivan Leadership Award
After recently being selected for Gartner's Leader Quadrant of 2009 Workforce Optimization Report, NICE Systems, a provider of advanced solutions for companies to capture, storage, retrieval and analysis of customer interactions for contact centers and enterprises, has announced another victory.
NICE Expands Video Security System to China's Chongqing Metro
After NICE Systems, a provider of advanced solutions for companies to capture, storage, retrieval and analysis of customer interactions for contact centers and enterprises, was selected by Beijing Metro in China to provide its IP video systems for its largest security project in the underground subway system, the company solidified itself on the video surveillance provider sector.
NICE Systems' Net Income Down 10 Percent for Q3
After recently announcing that Gartner selected NICE Systems, a provider of advanced solutions for companies the capture, storage, retrieval and analysis of customer interactions for contact centers and enterprises, for its leader quadrant in its workforce optimization report, the company announced its financial results for the third quarter.
NICE Selected for Gartner Leader Quadrant of 2009 Workforce Optimization Report
Whether its research aiming to improve customer relationship management, or "CRM," skills within its own company and to its customers, or an announcement to provide IP video surveillance systems to a plethora of professional outlets, NICE Systems, a provider of advanced solutions for companies to capture, storage, retrieval and analysis of customer interactions for contact centers and enterprises, never fails to deliver.
NICE's Research Shows Contact Centers to Put Customers and Efficiency First
NICE Systems, a provider of advanced solutions for companies to capture, storage, retrieval and analysis of customer interactions for contact centers and enterprises, announced the results of its first annual benchmark of contact center business and technology trends.
NICE Selected to Provide IP Video Surveillance Systems to Largest Beijing Metro Project
NICE Systems, a provider of advanced solutions for companies to capture, storage, retrieval and analysis of customer interactions for contact centers and enterprises, has been selected by Beijing Metro in China to provide its IP video systems for its largest security project in the underground subway system.
TotalView Advance Tool Offers More to Improve Call Center Management Systems
With the recent discussion of one of IEX Corp.'s TotalView management systems being a focal point of the customer relationship management, or "CRM," industry, the company's advanced system – TotalView Advanced – offers even more to organizations trying to increase their call center performance.
TotalView Central Management Tool Optimizes the Call Center Workforce
In the recent weeks, TMCnet has discussed various video surveillance contracts secured by NICE Systems for casinos in Oklahoma and for small- and mid-sized deployments. And, while the recent contract success exemplifies the company's video surveillance market success, NICE Systems' company, IEX Corp.'s management systems an integral part of the telecom industry, especially within the customer relationship management, or "CRM," demographic.
NICE Introduces Cost Effective IP Video Surveillance System for Small- and Mid-sized Deployments
NICE Systems, a provider of advanced solutions for companies to capture, storage, retrieval and analysis of customer interactions for contact centers and enterprises, has released NiceVision eXpress, an IP video surveillance solution designed for small- and mid-sized deployments.
Global Bank Places $4 Million Follow-on Order to Optimize Workforce with NICE Systems
NICE Systems, a provider of advanced solutions for companies to capture, storage, retrieval and analysis of customer interactions for contact centers and enterprises, has received a $4 million follow-on order from a major global bank to standardize on the NICE SmartCenter suite.
NICE Systems Selected to Upgrade Video Surveillance in Oklahoma Casinos
NICE Systems, a provider of advanced solutions for companies to capture, storage, retrieval and analysis of customer interactions for contact centers and enterprises, has received follow up orders from Cherokee Nation Entertainment, or "CNE," for its NiceVision video surveillance solution.
Managing Risk with Voice Documentation Technology
Featuring speakers from OAISYS and NICE Systems, the session will cover how voice documentation technology is used to manage risks and ensure ethical, professional and customer-friendly employee conduct.
Multi-Skill Workforce Management Delivers Flexibility
Call centers can only be successful if they can also be flexible. As a result, vendors who can offer solutions that contribute to the flexibility of the call center are sure to garner attention. When the flexible solution pertains to the most costly area in the call center – its agents – the solution can be worth its weight in gold.
NICE Wins Major Contract for NiceTrack Technology
Officials with NICE said that the solution offers a complete suite of operational tools and applications to ensure mission-critical information is delivered on time to security decision makers and operational staff. This also makes its possible to detect threats and achieve a "fast" and "appropriate" response time.
Port of Miami Selects NiceVision Net IP from NICE
NICE Systems, a global provider of advanced solutions to enable organizations to extract Insight from Interactions to drive performance, has announced its selection by the Port of Miami to provide its NiceVision Net IP video surveillance solution.
Workforce Optimization Provider Awarded for Technological Advancement
A NICE Systems company, IEX offers workforce optimization solutions for over 3,100 contact center sites to help better plan and optimize performance of their workforce.
NICE Announces Second Quarter Results, Highlights Opportunities for Growth
Like many of its competitors, NICE is pushing through the slumping global economy. Non-GAAP revenue for the second quarter was $140.5 million, which was 9.6 percent down from $155.3 million in the second quarter last year. At the same time however, this revenue was up 0.9 percent from $139.2 million in the first quarter.
Actimize Helps U.S. Bank Fight Fraud in Real-Time
Officials with Actimize, a NICE Systems company, say their fraud prevention solution has helped the bank to better detect wire fraud attempts in real-time and achieve 100 percent ROI in six weeks.
NICE Solution Turns FIBI Contact Center into Revenue Generator
Officials at NICE Systems say that the addition of their interaction analytics solution at the bank will help to improve customer service delivery including better cross-sell and up-sell capabilities for retail banking customers.
Marsh Achieves Workforce Optimization with NICE and IEX
IEX, a NICE Systems company, offers the so-called "TotalView Workforce Management" system to contact centers looking for scheduling and management tools that will help their agents.
NICE Systems Launches eXpress for Cost-Efficient Call Recording
NICE Systems Ltd., a global provider of advanced solutions that are designed to enable organizations to extract Insight from Interactions to drive performance, has introduced NICE Perform eXpress. This new solution is designed to deliver cost-efficient call recording for regulatory compliance.
Datamonitor Recognizes NICE for Contact Center Analytics Offering
As part of its 2009 contact center analytics market report, industry analyst firm Datamonitor has recognized NICE for the worldwide leadership position of their contact center analytics offering.
Overstock.com Conquers Lost Calls
To improve performance at their contact center, the online retailer turned to the IEX TotalView Workforce Management solution from NICE Systems and has reported a significant performance increase thanks to improved scheduling processes.
Interview: Talking Workforce Management Systems with NICE
NICE Systems makes, among other products, workforce management systems via its IEX subsidiary. Nathan Stearns, vice president of the company's business solutions group, kindly responded to a series of questions that Customer Interaction Solutions posed to him recently on WFM trends and issues.
NICE Now Offering Interaction Analytics as a Hosted Service
Offering enterprises and mid-size businesses with a solution for improving customer satisfaction and driving strategic initiatives, NICE's Interactive Analytics packaged businesses solutions include First Call Resolution Optimization, Average Handle Time Reductions, Churn Reduction, Collections Optimization, and an Improving Customer Satisfaction solution.
IEX TotalView Helps AT&T Wireless Maximize Contact Center Operations
AT&T's wireless business unit serves over 77 million subscribers and is tasked with delivering fast, quality wireless coverage, as well as quality customer support at all times.
Free Webinar: Strategies For Getting More Out of Call Recording
So how can you achieve both reduced costs and ensure quality customer experiences? A free TMC Webinar, "Slashing your TCO While Getting More out of your Recording Solution -- Strategies You Can't Ignore," will address the issues.
Free Webinar: How to Get More Out of Call Recording
In the call center, call recording is a vital application for improving operations and customer satisfaction. With call recording it possible to record and monitor agent productivity while also ensuring compliance with growing regulations.
Belgian Contact Center Outsourcer Upgrades to NICE SmartCenter Solution
NICE Systems Ltd., a global provider of advanced solutions designed to enable organizations to extract Insight from Interactions to drive performance, has announced that Belgian contact center outsourcer, N-Allo is upgrading to NICE's integrated NICE SmartCenter solution.
New Actimize Study Examines Mass Compromised Card Data and Fraud Attacks
Transactional risk management software provider Actimize has released findings from an independent peer-review survey that looked at mass compromise situations where large amounts of sensitive data is stolen at one time, and ATM/debit card fraud.
How to Turn HR Expenses into Profits
In order to stay in touch with the people who report directly to you simply walk around, talk to them, share with them, observe them, and don't be critical. If you do this with all your employees on a regular basis, you will quickly identify where they are succeeding, where they are struggling, and where they need help.
Actimize Signs Seven- Digit Deal with Major Multinational Bank
Now, the company has announced that it signed a seven-digit deal with a major multinational Swiss-based bank to provide a trading compliance surveillance solution.
The Four P's of Strategy Creation
In order to remain relevant and effective, businesses need some way to monitor both the execution of their strategic plan and the changing environment in which they do business. With these management tools providing input in real time, organizations can quickly adjust course as circumstances present new opportunities or threats. A simple model made up of "Four Ps" can help companies create this advantage. These Ps are Perceptions, Performance, Purpose and Process.
Contact Center, Enterprise Performance Management Solutions Sales Healthy Despite Slowdown: New DMG Consulting Report
Amidst the economic doom and gloom, new research from DMG Consulting, the 2009 Contact Center and Enterprise Performance Management Market Report reveals a bright spot: growing sales of contact center and enterprise performance management solutions.
NICE's New NICE Perform 3.2 Offers SIP-Based Recording, 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.
NICE Systems Intros Quality Optimization Solution
This new solution is part of the company's NICE SmartCenter offering and provides contact centers with the ability to improve performance in their organizations by bridging the gap between existing quality management processes and business objectives.
Can't We All Just Get Along? Understanding Six Workplace Personalities
Managers have the difficult task of overseeing diverse teams in the workplace, and finding ways for them to be as productive, creative and efficient as possible. While this may seem like an impossible task, especially as organizations cut back on resources and spending in an effort to survive the recession, it is not impossible to create harmony in a diverse environment. The key is understanding these different office personality types, and how to motivate them and keep them happily working together.
NICE SmartCenter Honored for CRM Excellence
NICE SmartCenter helps organizations better run their businesses through improved management of the contact center. The offering provides a single view of the business and delivers information to the right people at the right time – for improved, timelier decision making.
NICE Enhances NiceVision Video Surveillance Solution
In a bid to further improve detection, verification, resolution and investigation of events, NICE Systems has announced new enhancements to its NiceVision video surveillance solution including H.264 support, crowd and camera tampering detection and content analytics applications.
NICE Intros First Mobile Digital Video Solution
SafeRoute is the company's first mobile digital video surveillance solution and further expands the company's suite of security solutions which offer real-time threat detection and verification as well as post incident investigation and resolution.
Small Contact Centers Need Workforce Optimization Too
For small contact centers, improved implementation time, productivity and cost savings are all vital to success. Using technologies like call recording, quality monitoring and other Workforce Management tools can guarantee that agents are working and providing quality service levels.
DMG Consulting: Workforce Management Market Grew 7.4 Percent in 2008
Adoption of workforce management software for the contact center is increasing, as more companies are recognizing the advantages it brings for managing complex multi-site, multi-channel (phone, email, IM/Chat, fax, mail, etc.) and multi-skill contact center environments.
WFO and Call Recording Help Companies Stay Afloat in Sinking Economy
WFO solutions improve productivity as well as deliver better services to customers by making it easier to manage, train and run the organization. This strengthens loyalty and drives ongoing revenues for the company without increasing costs.
NICE Company Makes Gartner's Magic Quadrant for Web Fraud Detection
This is the first time Gartner has compiled this report which provides a graphical representation of the marketplace and includes the company's analysis of vendors and how they measure up to criteria.
Datamonitor Gives Actimize Gold Star for Fraud Detection
As part of their latest research, Datamonitor uncovered evidence that banks today are looking more and more to an enterprise view of compliance and fraud risk, and that Actimize is the "only vendor" out of the 29 they reviewed, that has core-offerings across all AML and anti-fraud areas.
NICE Improves Customer Service for Romanian Telco
With the NICE SmartCenter solution in place at their contact centers, Romtelecom is able to make use of advanced tools like call recording, quality management and other performance solutions to improve not only the service levels they provide for customers but also improve operational efficiency at their centers.
NICE Systems Returns Strong Fourth Quarter, Robust 2008
The company turned in a robust fourth quarter with revenues of $163.3 million. Earnings per fully diluted share reached $0.50 with a book-to-bill greater than 1. For a positive look into the future, the backlog is at a record level of 39 with 7-digit deals won.
NICE Making a Splash in Brazilian Contact Centers
NICE SmartCenter helps contact centers better manage operations and improve business performance through better insight into operations.
New DMG Report Shows WFM Market Strong in 2008; Growth Expected in 2009
While the recession has been tearing through the U.S. economy, the market for Workforce Management (WFM) in 2008 was very strong. WFM seats/agents grew in numbers by a strong 7.4 percent, from 3,463,571 in 2007 to 3,719,294 in 2008.
Workforce Optimization Shines in Downturn Gloom
The workforce optimization (WFO) solutions marketplace is shining in the economic gloom thanks to a near-unassailable set of value propositions of delivering productivity gains while helping firms to retain customers and revenue and at the same protecting them from liability issues.
Firms Missing Opportunities To Retain, Win Customers: CMO Report
This astounding admission comes in the face of overwhelming agreement industry-wide of the importance of customer experience in retain and attracting customers, which have become even more critical in a slowing economy.
Study Shows Tight Integration Between Front and Back Office Operations Improves Customer Service
For a number of companies, the contact center has become a critical component to achieving strategic goals as it is the heart of customer-facing activities, including customer service and telemarketing. At the same time, these companies are being hindered by a mix of integrated technologies and proprietary solutions.
IEX Wins Product of the Year for Workforce Management Solution
The company was recently awarded with a 2008 Product of the Year Award by Customer Interaction Solutions magazine for their TotalView Workforce Management solution.
Alibaba.com Picks NICE for VoIP Contact Centers
Alibaba.com is a business-to-business provider that brings together millions of buyers and suppliers from around the world.
VimpelCom Picks NICE to Improve Performance in VoIP Contact Centers
Customers in Russia and CIS countries like Kazakhstan, Ukraine, Uzbekistan, and Armenia will be provided with improved services thanks to NICE solutions ability to allow supervisors to proactively monitor services provided to customers.
Southern Company Gets 'Nicer'
The electricity company is in fact a long-time user of NICE's workforce management product, IEX TotalView, and will now expand its NICE environment for the company's over four million customers.
Survey Finds Companies Failing to Educate Employees on Risks of Online Shopping
Organizations that allow their employees to shop online without also educating them about risks are exposing employees and the company to spam, malware, phishing and loss of productivity.
Making Virtual Agents Feel "At Home"
In today's increasingly global workforce, and with the amount of new technologies being introduced, more and more people are working from around the globe and connecting virtually instead of being in the same physical location.
Quality Management and Liability Recording Market Returns Strong Performance
Innovation is significantly driving market growth and new offerings for the mid-market and increased sales of relatively new WFO applications are also contributing to the increase. Such applications include speech analytics, surveying/feedback, coaching and performance management. There has also been a substantial increase in professional services revenue.
NICE Recognized as Top Global Workforce Optimization Solutions Vendor
NICE has consistently received high rankings in all assessment segments and the industry analyst firm has commended the company for its strong platform giving it highest scores for revenue, vertical and geographical reach. The company also received maximum score for its reach to both small and medium (SME) and enterprise customers.
NICE Intros Actimize Trading Interaction Surveillance Solution to Monitor Market Abuse
NICE Systems, a global provider of advanced solutions designed to enable organizations to extract Insight from Interactions to drive performance, has introduced the financial industry's first cross-channel Trading Compliance Solution, the Actimize Trading Interaction Surveillance Solution.
Webinar to Highlight Advantages of Virtual Agents
Technologies like IP communications have made working from locations outside of the office possible. Users working from their own home offices not only save on the cost and aggravation of long commutes, but also employers are finding benefit in the ability to choose from a larger pool of candidates and lower overhead costs by not having those employees in the actual office to work.
Actimize Implements Compliance Solution for Credit Agricole Titres
Actimize, a NICE systems company, and provider of software solutions for anti-money laundering, brokerage compliance and fraud prevention, will offer the company specific compliance management for the Market Abuse Directive, with a focus on insider dealings.
Study Finds Contact Centers Lacking in Business Continuity Planning
A recent report from DMG Consulting found that contact centers are struggling in this area. In fact, only 36.7 percent of companies are confident that they can operate without a serious impact on the quality of service and customer experience during a disaster.
Contact Center Study Reveals Strong Performance in U.K.
Like it or not, customers compare companies according to the service they receive. As such, it is to the benefit of the contact center manager to measure his center's performance against top performing centers in the industry. He can learn from their experiences and tailor service deliverables according to what has been proven to work and what has not.
Increase Workforce Optimization with Better Vacation and Holiday Planning
Managing a successful contact center can be a difficult task today without the help of software solutions for better workforce management and enhanced performance.
Actimize Delivers ATM, Debit Fraud Prevention Capabilities to MasterCard
MasterCard has deployed the Actimize technology to augment its ATM and Debit fraud detection capabilities for issuers.
Speech Analytics Market Experiencing Strong Growth
DMG Consulting LLC, a provider of contact center and real-time analytics research, market analysis, business strategy, operations and technology consulting services, has published the 2008 Speech Analytics Market Report. A comprehensive and timely guide to this growing market, this report examines this technology and its impact on the market and customers.
NICE SmartCenter Designated as Leading Market Share in EMEA Region
NICE Systems Ltd., a global provider of advanced solutions to enable organizations to extract Insight from Interactions to drive performance, has announced today that independent analyst firm, Frost & Sullivan, has identified NICE's SmartCenter as leading in market share in the EMEA region.
NICE's Brian Spraetz to Discuss IP Contact Center
The IP Contact Center plays an important role today as advancements in technology are providing the contact center with more capabilities than ever possible.
South American Customer Service Provider Succeeds with IEX
When it came time for contact center outsourcing provider, Contax, to revamp and makeover their workforce management system, they turned to IEX to not only enhance productivity in their contact centers but also to improve service levels and reduce over head costs.
IEX Improves Scheduling and Adherence for Healthcare Contact Center
Improving efficiency in the contact center is key to reducing business costs and improving customer response.
Study Shows Workforce Management Still Underutilized in Contact Centers, Despite Growth
In the world of contact centers, one of the most valuable, yet underused solution is that of workforce management. Robust workforce management solutions have proven to be able to streamline operations, maximize employee work time, forecast for peaks and valleys in call volume, enhance productivity and provide a better overall environment.
NICE Systems Record Revenues in Q2 2008
NICE Systems has announced its revenues reached a record of $155.3 in the second quarter of 2008, which is up 22.2 percent year-over-year.
Research Shows Strong Growth in Quality Management and Liability Recording Market
The contact center industry has long relied on quality management and liability recording solutions to ensure that they are not only following mandated procedures, but also that they are performing as expected to deliver measurable results.
Major US Utility, Salt River Project, Selects NICE SmartCenter Solutions
NICE Systems today said that Salt River Project (SRP), the third-largest public power utility in the United States, has selected NICE SmartCenter solutions.
NICE Concludes First Ever NICE EMEA Summit for Customers and Partners
NICE Systems today said that it has concluded the first-ever EMEA customer and partner summit, which took place in Tel Aviv, Israel.
Motorola Integrates NICE Inform for Denmark's Ministry of the Interior
NICE Systems Ltd., a global provider of advanced solutions designed to enable organizations to extract Insight from Interactions to drive performance, has announced the receipt of an order from its strategic partner Motorola on behalf of Denmark's Ministry of the Interior.
Houston Emergency Center Implements NICE Inform for 9-1-1 Center
NICE Systems, a global provider of advanced solutions designed to enable organizations to extract insight from interactions to drive performance, has announced today that the city of Houston, Texas, has selected NICE Inform for its 9-1-1 Center.
DMG Consulting Reports on Quality Management and Liability Recording Market
This latest report from DMG Consulting provides a detailed revenue and market share analysis for the WFO market and its 45 competitors. It analyzes revenue and market share by application for recording and quality management solutions.
Arizona Federal Credit Union Selects IEX TotalView for Workforce Optimization
The Arizona Federal Credit Union has deployed IEX TotalView in a bid to slash its contact center ASA and boost agent adherence.
CallSource Relies on Interaction Analytics from NICE to Enhance Effectiveness
NICE Systems, a global provider of advanced solutions to enable organizations to extract Insight from Interactions to drive performance, has announced that CallSource, a U.S.-based provider of call tracking, performance evaluation and training services, has selected the Interaction Analytics solution from NICE.
Putnam Investments Optimizes Workforce with IEX
Looking to optimize their workforce, Putnam Investments, a mutual fund administrator, turned to IEX for their IEX TotalView Multimedia feature. The offering helped the company to streamline their contact center by improving hours of operations as well as boosting productivity and agent utilization.
Workforce Optimization for the Back Office
As the demand for around the clock availability of resources from businesses increases in demand from customers, a key focus is being placed on the back office of these operations.
Workforce Optimization and Skills-Based Routing
While the call center relies heavily on agents that can provide top quality experiences for callers, not all agents offer the same level of service or have the same expertise. Trying to train agents to all perform the same is not only time consuming, it's nearly impossible.
WEBHELP SA to Implement Interaction Analytics from NICE
NICE Systems, a global provider of advanced solutions that enable organizations to extract Insight from Interactions to drive performance, has today announced that French outsourcer WEBHELP SA will begin the implementation of the Interaction Analytics solutions.
Thailand Teleco Picks NICE for its VoIP Call Center
Thanks to NICE SmartCenter, TRUE will be able to better link its customer interactions with its planning and management processes. By using the NICE solution for 100 percent interactions capture of inbound and outbound calls TRUE will be able to efficiently handle and manage information archives regarding topics such as billing, payments, collections, and telesales.
Workforce Optimization and the Empowered Agent
In the contact center, there is a specific need for agents that provide optimal customer service while also helping to ease supervisors and managers workloads. To help agents reach a level of empowerment that enables them to provide this level of service is the umbrella of workforce optimization solutions.
Workforce Optimization Can Maximize Contact Center Performance
Workforce optimization is a key initiative within the contact center industry as organizations continue to push their contact centers to be more productive, effective, efficient and less of a cost burden. The technology has traditionally been significantly underused in the contact center industry, but that may be beginning to change.
Contact Center Performance Management Market Continues Momentum Continues in '08
The contact center performance management (CCPM) market, which saw steady growth in 2007 despite still being in its early stages, will continue on with its momentum, according to research firm DMG Consulting.
NICE Receives a Multi-Million Dollar Order
NICE Systems Ltd. -- a provider of advanced solutions that enable organizations to extract Insight from Interactions to drive performance -- has announced that Victoryland has placed a multi-million dollar order to expand its NICE environment with NiceVision Net, NICE's end-to-end solution for IP video security with content analytics.
The CFTC Chooses Actimize for its Trading Surveillance Platform
Transactional risk management software provider for the financial services industry, Actimize, has announced that the Commodity Futures Trading Commission (CFTC) has selected their surveillance platform.
Promero and IEX Sign Channel Partnership Agreement
Since its foundation in 2001, Promero has provided Internet-based call center, CRM, and lead management software from its base in Pompano, Florida; it also is a Worldwide Oracle PartnerNetwork Certified Partner, and now an IEX Channel Partner and Authorized Reseller.
Go Daddy Selects NICE Perform for VoIP Contact Centers
NICE Systems Ltd., a global provider of advanced solutions designed to enable organizations to extract Insight from interactions to drive performance, has announced that The Go Daddy Group Inc., the world's largest domain name registrar and a provider of Web services, has selected NICE Perform.
NICE SmartCenter's Interaction Analytics Solution Wins another Award
NICE SmartCenter's Interaction Analytics solution has been selected as the Speech Analytics Product of the Year in TechTarget's SearchCRM.com's "2007 Products of the Year" awards.
NICE Selected by China's Ministry of Railway for IP Video Security Solution
NICE Systems Ltd. has announced it was chosen by the Ministry of Railway (MOR) in China to provide its advanced video IP-based solution for their country's first high-speed passenger rail service.
Scottrade Selects NICE SmartCenter to Improve Operations and Boost Customer Satisfaction
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.
BPO, Aditya Birla Minacs, Chooses IEX TotalView
NICE Systems has announced that business process outsourcer, Aditya Birla Minacs, has chosen the IEX TotalView Workforce Management system and placed an order for the workforce management system from NICE for 17 of its contact center sites.
Conseco Expands its Use of NICE SmartCenter across All Four of its Contact Centers
Major U.S. insurance provider Conseco has reportedly expanded its use of NICE SmartCenter, from NICE Systems, across all of its domestic and offshore locations.
Contact Centers Should Turn to Agents to Gather Valuable Information on Performance
Customer service deliverables is an important concept in the contact center. In fact, the purpose of the contact center is to ensure that the customer's interaction with the company is satisfying, if not enjoyable.
Aberdeen Survey Shows Leading Service Firms' Strategies for Performance
Aberdeen has announced that leading service and manufacturing firms are seeking to boost their service performance, as measured through faster service response and improved serviceable asset uptime, as well as leveraging the enhanced intelligence from location-enabling tools and devices.
Scottish Power's High Performance Plan Achieved with Workforce Optimization
British utility, Scottish Power, recently worked with IEX Corporation, a NICE company, and provider of workforce optimization solutions, to adopt a high performance plan to turn around disappointing results in its contact center organization.
NICE Wins Multi-million Dollar Orders from Two of the Three Largest U.S. Banks
Two of the top three largest U.S. banks have placed multi-million dollar orders with contact center and business analytics software company NICE Systems Ltd., the company announced today.
NICE Perform with Agent Coaching Helps Financial Call Center to Succeed
For this new solution, Skipton Building Society turned to NICE Systems for their NICE Perform suite of solutions to help them "generate insight from interactions."
Actimize Intros Enhanced Enterprise Risk Case Manager, Enterprise Edition
Actimize, a NICE Systems company, announced today a new enterprise edition of its Case Manager product, offering faster configuration and deployment and faster time to value.
NICE Receives Multi-million Dollar Order to Improve VoIP Environment
NICE Systems Inc., a provider of solutions and services that enable insightful and proactive action for improving business and operational performance, has announced its NICE Perform offering has been chosen by a major Asian bank to help improve their VoIP environment.
A Look At the Future Of Performance Management
As "next big thing" technologies go, if you've been in this industry long enough, you've been through a rising and falling wave of trends. We embraced computer-telephony integration (CTI). We experienced CRM mania. We've done speech technology line dance. We've had first-call resolution fever.
Webinar Highlights Performance Management in the Workplace
In today's workplace, the goal of managing employees and achieving operational excellence is highly sought after.
UK Retail Bank Chooses Actimize for Fraud Prevention
In a bid to better protect its customers from the risk of fraud, a top-five UK retail bank has expanded their relationship with Actimize, a provider of transactional risk management software for the financial services industry and a NICE Systems company.
DIRECTV Expands Use Of NICE SmartCenter
Israel-based NICE Systems Ltd. had announced big customer news: digital television entertainment giant DIRECTV has expanded its NICE SmartCenter environment.
Fredrickson International Selects NICE Perform Adaptive Interactions and Analytics
Part of the NICE SmartCenter solution, NICE Perform's adaptive interaction analytics will be deployed in Fredrickson International's contact center. This deployment in a VoIP environment will be completed by business partner Azzurri Communications, a managed services company delivering flexible voice, data and mobile communications.
Actimize Intros Global Partner Certification Program
In a bid to offer their customers and partners with continued success when implementing their transactional risk management software, Actimize has announced a new certification program.
Canadians 'Concerned' Over E-mail Appearances, Study Finds
According to a recent study conducted by Microsoft Canada, Canadians say the lack of emotion in e-mails frequently causes conversations to be misinterpreted.
Actimize Provides CAAM with Solutions to Prevent Financial Fraud and Market Abuse
Actimize, a NICE Systems company and a provider of software solutions for anti-money laundering, brokerage compliance, customer due diligence and fraud prevention, has announced a successful customer win that furthers their portfolio of clients with a contract to supply software solutions to prevent financial fraud and market abuse for Credit Agricole Asset Management (CAAM).
NICE Recognized by Gartner and Frost & Sullivan for Excellence in Contact Center Solutions
NICE Awarded $9 Million Call Center Contract from NYC
NICE Inform was selected for the upgrade as part of the larges public safety project on record. New York City's ECTP is a multi-year, multi-agency program initiated by the City of New York in an effort to modernize its Emergency 9-1-1 System to effectively improve service to the roughly 11.5 million New Yorkers who require 9-1-1 services each year. With NICE Inform, the City will be able to capture, manage, analyze and reconstruct multimedia incidents.
NICE Systems Helps Alcatel-Lucent Improve Contact Center Interactions
NICE Systems is enabling Alcatel-Lucent to centrally capture, manage, retrieve and analyze insight from more than 6,000 internal and customer interactions each month. These activities are taking place across new IP-based contact center sites in France, Romania and Brazil.
A Look at VoIP Technologies in the Contact Center
IP technologies in the contact center create a new scope of possibilities. To discuss this further, I asked Brian Spraetz, Product Marketing Manager NICE Systems Inc., some questions on the topic.
Replacing Your WFM System... the right way
Many contact centers are coming to find that tools and solutions offered from quality WFM solution far outweigh the tools they currently have in place, and are increasingly seeking to make a switch to a new WFM system.
NICE Systems' Spraetz on IP Communications
Brian Spraetz, Senior Product Marketing Manager NICE Systems Inc., recently sat down with Rich Tehrani to discuss IP communications and NICE's upcoming presentation at ITEXPO.
NICE Completes Acquisition of Actimize
NICE Systems has completed the acquisition of Actimize for a total consideration of approximately $280 million, comprising 80% cash and 20% NICE ordinary shares. The takeover had been announced on July 2nd, 2007. Actimize deals in transactional risk management software for the financial services industry.
Performance Management and Call Recording in the VoIP Contact Center: ITEXPO Session Preview
When it comes to performance in the call center, a great deal of attention is paid to those technologies that allow for improved performance management while also reducing costs for the contact center.
Workforce Optimization & the Importance of Performance Management
One element that is particularly important in optimizing the workforce is performance management. Beyond business intelligence and other analytics typically used to measure performance in the workforce, performance management tools offer a better view of the entire workforce so improvements are made faster, and easier.
NICE to Highlight SmartCenter Solution at User Group 2007 Summit
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.
NICE Perform Adaptive Interaction Analytics Helps Australia's Child Support Agency
In a bid to improve their operational efficiency and boost customer service levels, Australia's Child Support Agency (CSA) has turned to NICE Systems Ltd. for their NICE Perform Adaptive Interaction Analytics.
IP-based Video Analytic Solutions from NICE Chosen for Major City Security Project
For many government and law enforcement agencies the latest solution in helping police deter city-center criminal activities has been to set up video systems.
CIBC: Actimize acquisition opens new opportunities for NICE
CIBC says, We see significant synergies between Actimize's anti-fraud/anti-money laundering analytics software and NICE's call center solutions. In time, we believe the combo could catalyze significant growth, helping NICE penetrate deeper into the enterprise and helping Actimize sell into contact centers. We expect a smooth, surprise-free integration.
NICE to Acquire Actimize
According to a news release, "the combination of NICE and Actimize will enable financial institutions and enterprises to receive real-time alerts on compliance, fraud and other anomalies, dramatically improving the organization's business performance and risk management capabilities."
NICE Systems: Generating Insight From Interactions
If you look within NICE, you will find many of the same core competencies that you find within companies like Oracle and SAP. We have expertise in developing networking tools that you could find in companies like Cisco. And within the company, people with expertise in algorithms and artificial intelligence like the type you would find in labs in IBM or other companies
Contax Selects NICE Perform for Pure VoIP Contact Centers
Contax, a provider of contact center service in Brazil, has placed an order to expand to NICE Perform in three of its contact centers, for 4000 agents. NICE System Ltd. is a global provider of advanced solutions that enable organizations to extract insight from interactions to drive performance. The NICE Perform solution will be deployed in the pure VoIP environment in each of the three contact center sites.
IEX TotalView Awarded for CRM Excellence
To honor those companies providing products or services that offer improved customer relationships is the eighth annual CRM Excellence Awards, sponsored by Customer Inter@ction Solutions magazine.
Amcat Joins IEX in Global Alliance Program
In a bid to aid contact centers with maximizing the cost of labor, customer interaction solutions provider, Amcat has announced they will join IEX Corporation's Global Alliance Program.
IEX and NICE Receive 2006 Product of the Year Awards
IEX, a NICE company and provider of workforce optimization solutions was recognized recently for their TotalView Workforce Management system with a 2006 Product of the Year award.
IEX Sponsors 'Making Work-at-Home Agents Work for You' Webinar
The Webinar will feature Work-at-Home Operations & Workforce Manager for McKesson, Linda Casey, who will share McKesson contact center's success story as well as best practices for a work-at-home program.
IEX Opens 'Center of Excellence' in Australia
Provider of workforce optimization solutions, IEX Corporation announced today the opening of a new 'Center of Excellence' to provide sales and support for their customers and partners in the APAC region.
Teleperformance Netherlands to Drive Contact Center Efficiency with NICE SmartCenter
Teleperformance Netherlands is expected to benefit from NICE SmartCenter by moving to the NICE Perform and adding the TotalView Workforce Management system from IEX Corporation, a NICE Systems company. NICE has made its name in the industry by providing global clients with advanced solutions that enable the extraction of Insight from Interactions to drive performance and Teleperformance Netherlands expects to benefit from the company's expertise.
IEX Releases Version 3.12 of TotalView Workforce Management
In a bid to further enhance their workforce optimization offering, IEX Corporation announced today the release of version 3.12 of its TotalView Workforce Management solution.
skyguide Selects NICE's ATC Solutions
To further help Swiss Air Navigation in their interactions for enhanced air travel safety, NICE Systems has been selected via their partner and distributor Mobatime Swiss AG, for an additional order from skyguide for their Air traffic control (ATC) solutions.
ADT Turns to NICE to Improve Contact Center Performance
Companies throughout the global economy are searching for ways to improve customer service deliverables as this is often the key to differentiation in tight competitive markets. As such, the level of service achievable in the contact center is becoming even more critical in the overall corporate strategy to protect market share and facilitate growth.
Calence signs agreement with Nice
Calence, a provider of client-centric networks, has signed an agreement with Nice Systems, a global provider of advanced solutions.
Belgium Railways Safer Thanks to NICE
NiceVision will help enhance safety and security at the country's railways network. The NICE solution, installed at 50 sites across Belgium, provides real-time distributed digital video surveillance to help better protect the tracks, stations and passengers who travel their railways each day.
Workforce Management from IEX Chosen by Barclaycard Business
IEX's TotalView Workforce Management System empowers call center agents with scheduling and management tools that offer efficiency including better forecasting and scheduling.
New NICE Inform Solution Debuts
In a bid to offer improvements for the security market, NICE Systems Ltd. introduced today a new information management solution, NICE Inform, which utilizes multimedia and analytics to improve collaboration and response time, as well as better understanding of incidents.
LENDING.com Turns to NICE for Analytics
To offer their customers a new and innovative way to manage and better their finances, LENDING.com chose NICE Systems NICE Perform advanced interaction analytics using VoIP for performance improvement and better insight into the customer and market.
Dallas Selects NICE to Improve Emergency Response and Customer Service in Call Center
The City of Dallas has selected interaction analytics and IEX workforce management solutions from NICE Systems, Ltd., a global provider of advanced solutions that enable organizations to extract Insight from Interactions to drive performance.
Reliance BPO to Gain Workforce Management Enhancements from IEX TotalView
In an effort to enhance the performance and streamline management of up to 10,000 contact center agents, Reliance BPO, an Indian outsourcer, has selected IEX TotalView Workforce Management system from IEX Corporation, a subsidiary of NICE.
NICE, First American Seal VoIP Call Center Analytics Deal
NICE Perform will be integrated into First American's Cisco Voice over Internet Protocol (VoIP) telephony environment. The product, First American officials hope, will help improve service and customer retention by "developing a deeper understanding of its customers through the use of advanced analytics, which allow users to extract information from contact center interactions."
NICE Systems Names Dafna Gruber as New Corporate Vice President and Chief Financial Officer
NICE Systems the global provider of advanced solutions that enable organizations to extract Insight from Interactions to drive performance, today announced that Dafna Gruber will be joining the company as corporate vice president and chief financial officer (CFO) during the second quarter of 2007. NICE's departing CFO, Ran Oz, will remain with the Company during the transition period to ensure a smooth transition.
Ireland BPO Chooses Hosted Workforce Management
When BPO Outsourcing Company, Abtran was ready to improve their service offerings, they knew a more advanced workforce management solution that would answer to and go beyond their forecasting, scheduling, and reporting needs was necessary
Call Center Scheduling Must Go Beyond the Calls
Effective workforce management solutions can be a great tool to use to properly forecast and schedule in the multi-channel contact center.
CenterBridge Links Finance and Operations for Better Call Center Planning
Bay Bridge Decision Technologies, an IEX partner, CenterBridge solution offered just what they needed--operational and financial planning functions right at their fingertips.
Vodafone Turns To IEX To Boost Scheduling Efficiency
Vodafone in the United Kingdom is part of the Vodafone Group, which provides a full range of mobile telecommunications services, including voice and data communications, to over 100 million customers across the world. The Group has interests in 27 countries and Partner Networks in a further 27 countries with almost all their mobile subsidiaries operating under the familiar Vodafone brand name.
HBOS IEXcellence: A Case Study
HBOS plc implemented a sophisticated workforce management methodology that includes centralised multi-site, multi-skill and multi-channel planning for nine contact centres where agent time is shared between inbound and revenue-generating outbound activity. The United Kingdom banking giant’s process is powered by the IEX TotalView Workforce Management system, which provides web-based scheduling visibility to agents while incorporating forecast models generated with quarterly, monthly, weekly and daily interval goals in mind.
Quality Call Center Monitoring Provides Significant Benefits
Proper and quality call monitoring can provide significant benefits for the call center, but it is up to leaders to establish what and how monitoring should be implemented and what they hope to gain from such a solution.
Call Recording Provides Effective Coaching
Call recording can serve beyond a tool for remaining compliant and helping to solve customer complaints, to also be a solution for training employees using effective real-world examples.
Steps to Effective Call Center Scheduling
Call Center Scheduling can be a challenge in that the manager wants to ensure that the center is staffed to respond to anticipated call volumes, but not overstaffed so that agents are sitting idle. Understaffing can create an even bigger problem as customers are forced to wait longer to speak with a live agent and agents are stressed with a heavier work load while trying to still deliver excellent customer service.
Improving Customer Analytics And Reporting
Today there is a powerful new domain evolving for extracting insights from customer interactions: interaction analytics. Interaction analytics are driven by qualifying principles.
Netherlands Insurance Company Selects Workforce Management Solution from IEX
Netherlands Insurance provider, Unigarant, needed a solution that would help with their 150-agent contact center's day-to-day operations, including better management of schedules.
Keynomics Boosts Agent Productivity with Audio Courses for Keyboard Typing
Improving customer service is necessary for any call center operation. However, when agents handling telephone transactions lack proper keyboarding skills, it can be difficult to achieve satisfaction. Agents who type slowly, or are unable to concentrate on what the caller is actually saying because they are so concerned with trying to type, can aggravate customers and keep call centers from achieving optimization.
Cincom & IEX to Co-Host Web Conference on Government Contact Centers
Improving quality and efficiency in customer care is important for any contact center. For contact centers in the government sector, there is an especially specific need to offer customers quality and support during each interaction. As increasing options for the medium used to connect with customers are introduced, finding the right mode of communication is necessary for optimal service.
NICE Provides Holistic Contact Center Solution for CUNA
Looking to provide better service to their customers, while also increasing their revenues and operational performance, CUNA Mutual Group, provider of financial services to credit unions, has turned to NICE Systems for a contact center solution.
Customer Success: Carlson Hotels Worldwide
"We knew we had a very efficient scheduling model and very accurate forecasts and we were excited that an independent third party could validate our beliefs." "However, we realized that in order to reach the next level, we needed more than the traditional workforce management tools could provide."
NICE and Avaya Extend Agreement to Deliver TotalView from IEX
As per the agreement, contact centers will now have the ability to purchase the TotalView solution as well as continue purchasing NICE solutions, directly from Avaya.
The Winning Combination Of People, Processes And Technology
The Boardroom Report provides the CRM, customer interaction and call center industry’s view from the top, featuring the sector’s first in-depth, exclusive CEO-to-CEO interviews with leading executives regarding industry news, analysis, trends and the latest developments at their companies.
Start with the 'Must Haves' When Searching for Workforce Management Solutions
Proper forecasting and call center scheduling of employees to handle customer issues from multiple communication channels can be complex to the point that it consumes nearly 100 percent of that manager’s time and 100 percent accuracy is literally impossible.To help combat the challenges that these managers face, many contact centers implement workforce management solutions to better manage employees and projected workflows.
IEX Participates in Workforce Optimization Solutions Session at Call Center 2.0
To learn more about how the new capabilities and benefits of workforce optimization are advancing today's call center, you must attend the Call Center 2.0 session, "Today's Advanced Workforce Optimization Solutions" on Friday October 13, 8:45-9:15 PDT.
IEX's TotalView Provides Workforce Optimization for UPC Netherlands
When UPC Netherlands recognized the need for change in the workforce management of their operations, they turned to IEX for their TotalView system to provide control, cost savings and improvement in customer satisfaction.
Five Key Elements to Remember When Selecting an Outsourced Contact Center Solution
Considering that the contact center selected will be employing individuals to interact with your customers, treating the selection of such services as a mere inconvenience is putting your future revenue, profit and growth potential at risk. Even if contact center solutions are not your prime area of focus, there are things that you can look for in selecting this outsourced service to ensure that your customer interactions are handled as efficiently and professionally as possible.
Verizon Wireless to Open Call Center in Alabama
Verizon Wireless will open a new $44-million state headquarters and call center facility in Huntsville, Alabama, and in doing so create 1,300 new jobs for the region, company and state officials announced on Thursday.
Developing and Retaining Workforce Planners
Workforce planning personnel are the hub of the contact center. Yet oftentimes the center is so focused on attracting and retaining agents that little attention is paid to keeping talented workforce planners. This article explores effective strategies for hiring, training, developing and retaining talented workforce planners.
Proper Contact Center Employee Training Leads to Optimal Environment
Contact center supervisors know that proper call center scheduling is one of the biggest challenges that they face in creating efficient operations. Peaks and valleys in call volume dictate the level of staff required and when those levels fall short. Under these conditions, agents can become rushed and stressed and customer service levels can suffer, thus impacting the bottom line.
NICE Provides VoIP Recording Solutions for eTelecare
When contact center outsourcer eTelecare decided they were ready to utilize VoIP recording for their customer interactions, they chose NICE Systems solutions and recognized improvements in customer satisfaction levels and increased quality management across their US and Philippines sites, a new case study shows.
IP Telephony: The Virtual Network Operator (VNO) Perspective
IP connectivity to mobile providers will be fundamental in creating the cost savings that the majority of enterprises will need to see before making the leap to IP telephony. This is the single most persuasive reason for enterprises to switch to IP telephony.
The Best Call Center Customer Care Services Are Achievable With the Right Mix
The best call center customer care services consists of the perfect mix of an inbound call center with 24x7 access, a proper workforce management that provides appropriate call center scheduling and call center training, effective call center software that affords the appropriate tools for efficiency and a talented and enthusiastic pool of agents.
The Value of Transforming a Contact Center into a Business Intelligence Center
Business Intelligence can often seem like another buzzword among corporate execs that's used so often in the enterprise; it tends to be tuned out and rendered ‘just talk.’ But, by doing so, the enterprise runs the risk of ignoring what could lead to one of their most valuable assets – customer data.
Simulation: The Next Best Thing to a Crystal Ball
Contact centers that have implemented skill based routing (SBR) technology, or are considering doing so in the future, may also want to consider investing in a crystal ball.
NICE Completes Acquisition of IEX Corporation
NICE Systems, the global provider of advanced solutions that enable organizations to extract Insight from Interactions today announced the completion of its acquisition of IEX Corporation, a provider of workforce management, strategic planning and performance management solutions for the contact center.
IEX Workforce Management System Chosen by Intelligent Finance
Provider of workforce optimization solutions, IEX Corporation, announced today that Intelligent Finance, provider of direct banking products in the UK and a division of home-mortgage lender HBOS plc. has chosen their TotalView Workforce Management system.
IEX's TotalView Workforce Management System Helps TravelCLICK Achieve Operational Efficiency
Provider of workforce optimization and management technology IEX, announced today that their TotalView Workforce Management system has allowed TravelCLICK, provider of hotel business process management solutions, to recognize improvements in their service delivery and operations.
IEX Enhances TotalView Workforce Management with v3.11
Provider of workforce optimization solutions, IEX Corporation, announced today the release of version 3.11 of their TotalView Workforce Management system.
New Call Center Study Addresses the Importance of Management Involvement in Service-to-Sales Conversions
A recent study published by Best Practices LLC, provider of research, consulting, publishing and best practice benchmarking reports addresses the importance manger and supervisor roles play during service-to-sales conversions in the call center for workforce management.
IEX's Total View Workforce Management Solution Wins 2006 CRM Excellence Award
Provider of workforce optimization technology, IEX Corporation announced today they have received a CRM Excellence Award for 2006 from Customer Inter@ction Solutions magazine for the TotalView Workforce Management system.
NICE Uses Acquisitions to Expand in Contact Center Market
NICE Systems, provider of telephone call digital recording systems, recently made key acquisitions to expand its presence and capabilities in the contact center business performance and analytics market, buying workforce management company IEX and performance management company Performix.
Creating A Culture Of High Performance In The Contact Center
Performance management technology offers analytical results that are tied directly to operational goals. That way, leaders can better understand exactly what moves their organizations, supervisors know whom to coach and what to coach them on and agents are empowered with access to accurate and timely performance data. This article describes 10 ways contact centers seeking to improve the efficiency and effectiveness of their operation can benefit from performance management technology.
IEX President Debbie May Receives Lifetime Achievement Award
IEX Corporation, a Tekelec company, today announced Customer Interaction Solutions magazine has honored IEX President Debbie May with a Lifetime Achievement Award.
In The Other Corner, A New Workforce Optimization Giant Takes Shape
Under the terms of the agreement, NICE will acquire the shares of IEX, which is a wholly owned subsidiary of Tekelec
IEX Recognizes Contact Center Success- Convergys Among the Winners
IEX Corporation, provider of workforce optimization and management technology announced yesterday the winners of this years IEXcellence Awards.
NICE to Improve Contact Center Offerings With Acquisition of IEX and Performix
NICE will acquire the shares of IEX for approximately $200 million in cash.
SME-type call centers seen flourishing by Yankee Group
Business process outsourcing industry will continue to wax in the next two years as lower entry costs allow small-and-medium-sized (SMEs) businesses to put up call centers.
PFSweb Strengthens Customer Service for eCOST.com’s Call Center
PFSweb, Inc. announced that it has begun supplementing call center services for its wholly owned subsidiary, eCOST.com.
TecnoSis Under Renewal with IEX to Distribute TotalView in Mexico
TecnoSis offers the Spanish language version of the IEX TotalView Workforce Management system in Mexico.
Eskom Improves Performance by IEX Workforce Management system
Eskom Holdings Ltd has realized substantial performance improvements by implementing the IEX TotalView Workforce Management system.
Eskom Boosts Workforce Productivity with IEX’s Workforce Management System
Eskom implement's IEX's TotalView
Case Study: Eskom Holdings Ltd
Eskom uses IEX's TotalView Workforce Management solution.
IEX Corporation Wins Product of the Year from Customer Inter@ction Solutions Magazine
IEX Corporation has won the 2005 Product of the Year from Customer Inter@ction Solutions Magazine for their TotalView Workforce Management System.
IEX TotalView Workforce Management System Helps Leading Check Printer Realize Substantial Contact Center Performance Improvements
IEX Corporation, a Tekelec company, announced the performance improvements one of the nation’s leading check printers has gained with its TotalView Workforce Management system.
Vendors in India Not Ready for Offshore Infrastructure Management
According to the market research firm Forrester Research, firms in India may be proficient in the art of applications outsourcing, but they are not prepared to ride on the new wave of offshore infrastructure management opportunity.
What Makes a Good Call Center Agent?
For everyone in call center management who regularly has the opportunity to walk the floor and scan the rows of faces, you’ve no doubt pondered the questions at the heart of employee retention...
Sprint Switches from Convergys to Amdocs for Billing
Sprint Nextel will migrate off of Convergys after reaching a preliminary 8-year agreement with Amdocs to provide billing and customer care.
Recent Consolidations Underscore Next Phase for Standalone IVR Vendors
IVR companies will likely be absorbed into call center software or contact center solutions providers, says TMCnet's Robert Liu.
New Study by IDC Predicts Homeshoring Will Triple by 2010
Of the estimated 112,000 home-based phone representatives in the United States, IDC predicts that by 2010, that number could reach over 300,000.
Applying Inbound Techniques to Outbound in Workforce Management
Many outbound call center managers have always had a powerful workforce management tool that inbound managers have never had: control over call volume.
The Benefits Of Blended Agents
In an era when some call centers report annual turnover rates among agents of 100 percent or more, companies are having to think more carefully about retention.
IEX Introduces TotalView InSight Performance Manager
New advanced feature is designed to improve performance by providing contact centers with a unified view of operational metrics.
The Ten Commandments of IVR
The IVR Cheat Sheet for Businesses is a listing of tips businesses can use 'to make their IVR systems more user-friendly and efficient.'
Focus on Customer Service Is Reducing Churn in Wireless
Wireless service providers are having some success in reducing customer service churn and complaint rates, but they still have significant challenges ahead, according to In-Stat.
Workforce Optimization Webinars