NICE's Real-time Workforce Optimization Integrated with Scorecard Routing

NICE Systems (News - Alert), 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 (News - Alert) Scorecard Routing system.

This partnership will help contact centers to identify customers based on their intent and value, thereby effectively matching them with agents who have pertinent customer experience and performance skills. The deal also makes Transera an official reseller of NICE’s solutions for contact centers.

Offering NICE’s intent-based solutions on a software-as-a-service basis, Transera will integrate its Scorecard Routing application with NICE’s Real-time Process Optimization and Interaction Analytics solutions to optimize routing decisions in real time.

Prem Uppaluru (News - Alert), CEO of Transera Communications, stated, "With this partnership, Transera and NICE are able to formalize a common vision for the real-time contact center. Both companies strongly believe that contact centers need real-time insight to have the maximum impact. By integrating our solutions, we will be able to infuse contact centers with even more relevant insights that help drive revenue from their customer interactions."

NICE’s solutions provide insight for businesses to increase business performance, reduce financial risk, and ensure safety and security. It’s integration with the Scorecard Routing will not only assess an agent’s suitability to an inquiring customer, but its software will also pull information from public and private databases to evaluate a customer’s profile in real time on the agent desktop.

Udi Ziv (News - Alert), president of the NICE Enterprise Group, stated, "We are pleased to partner with Transera and make our real-time decisioning and analytics offerings available as a service. This partnership will enable Transera's customers to impact every customer interaction. They will now be able to personalize the customer experience through agent-customer preference matching, enrich customer intelligence, and turn inbound interaction into revenue. As we look ahead, we see many synergies between the two companies."

Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.

Edited by Chris DiMarco