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 (News - Alert).

The award is presented by Frost & Sullivan to the company that has shown excellence in implementing strategies to proactively help improve the return on investment for its customers. It is a recognition of NICE’s achievements in Contact Center Real-time Decisioning and Agent Guidance.

“With Nice’s real-time decisioning capabilities agents no longer have to ‘duck out’ of an application to open a new program to find customer data, or decide whether a particular offer is right for a customer,” said Keith Dawson (News - Alert), principal analyst at Frost & Sullivan, in a statement.

“The Nice approach is notably different from other Real-time Decisioning providers in that it enables a variety of information to be pushed to the agent's attention during an interaction, including details of cross-channel communications that have happened before the current call,” added Dawson.

The Nice solution allows the automation of processes. With real-time guidance it also offers agents personalized instructions on how to handle specific opportunities as they come up. This is a key element involved in making the agent's process through an interaction more consistent. This kind of approach is vital for improving customer value, company officials stated. 

“We are pleased to be presented with this award from Frost & Sullivan, reflecting the unique value we provide our customers with our real-time solutions delivering a real-time impact on customer experience and business success,” said Udi Ziv (News - Alert), president of the Nice Enterprise Group.

The Nice Enterprise meets the requirements of customer-centric businesses with intent-based solutions that optimize Customer Dynamics. These Nice solutions are primarily driven by real-time, cross channel analytics. NICE provides solutions for increasing revenue, enhancing customer experience, improving regulatory compliance, and optimizing contact center and back office operations.

Nice Enterprise solutions can be implemented by contact centers of all sizes, branches, trading floors and back offices.

Last month, Nice announced new capabilities with Nice SmartCenter's Interaction Recording that helps contact centers ensure compliance with the recently updated requirement of the Payment Card Industry Data Security Standards (PCI (News - Alert)-DSS) Council.