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Teleperformance Netherlands to Drive Contact Center Efficiency with NICE SmartCenter
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Teleperformance Netherlands to Drive Contact Center Efficiency with NICE SmartCenter

 
April 30, 2007

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By Susan J. Campbell, TMCnet Contributing Editor
 

Teleperformance Netherlands is expected to benefit from NICE SmartCenter by moving to the NICE Perform and adding the TotalView Workforce Management system from IEX (News - Alert) 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.

 
NICE SmartCenter is designed as an innovative solution that enables organizations to manage their contact centers in an insightful proactive manner and take action at the right time. Built on the success of NICE Perform, NICE SmartCenter expands the offering significantly by taking it to a higher level of added value for customers. NICE SmartCenter leverages the synergies of the combined capabilities of NICE Perform, IEX TotalView and Performix.
 
"Teleperformance continues to enjoy a strong relationship with NICE," said Christian Pijnenborgh, operational manager for Teleperformance Netherlands, in a Monday statement. "NICE has a holistic approach to managing contact centers and improving business performance, which is well-aligned with our contact center goals.”
“After a thorough evaluation, we found that IEX TotalView from NICE could bring us the advanced multi-skill and multi-site capabilities we need to effectively manage our complex environment. By combining IEX TotalView with NICE Perform, we'll be able to take advantage of the benefits of NICE SmartCenter," Pijnenborgh added.
Teleperformance plans to use NICE SmartCenter to manage its contact center in a more insightful and proactive manner in order to take action effectively and at the right time. By leveraging the synergies of NICE Perform with IEX TotalView in the Netherlands centers, Teleperformance will be able to better link its customer interactions with its planning and management process while also more closely aligning quality management and workforce management functions.
"We appreciate the confidence Teleperformance has demonstrated in the vision of NICE SmartCenter, to supply best-in-class solutions unified through an open framework," said Zvi Baum, president of Enterprise Interaction Solutions at NICE, in Monday’s statement. "Choosing NICE Perform for the Netherlands operation and combining it with IEX TotalView will enable Teleperformance to consolidate, share and reuse information between the solutions, giving them a competitive edge both today and in the future."
 
Effectively managing both the business and the interactions of the contact center is a challenge even for the most experienced of organizations. Customer service demands are increasing and volumes continue to rise, creating an environment for chaos if not managed effectively.
 
NICE Systems (News - Alert) has a proven record in the management of contact center operations and in lending its expertise to Teleperformance, will enable the company to drive efficiency and effectiveness in its Netherlands contact center to the ultimate benefit of the company and its customers.
 
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.

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