NICE Systems Optimizes Customer Dynamics with New Solution

NICE Systems (News - Alert), 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 (News - Alert) Workforce Management Release 4.

Part of the NICE SmartCenter suite, Release 4 is the next generation workforce management solution offering multi-dimensional visibility, an open architecture, multi-channel adherence, and expanded multiple language support.

The product is also combined with new personalization features and a new rich client. By increasing contact centers' and back office enterprise operations' effectiveness and efficiency, this new solution enables enterprises to optimize Customer Dynamics.

NICE Systems will be displaying the NICE IEX Workforce Management solution at the yearly NICE Customer Conference, Interactions '10, on May 3-6, 2010 in Dallas, Texas.

Keith Dawson, the principal analyst, information & communication technologies at the analyst firm Frost & Sullivan (News - Alert), commentated that NICE has moved the Workforce Management Solution forward with Release 4.

Contact centers today are compelled to operate more efficiently and provide excellent customer service, at the same time dealing with an increasing number of interactions throughout multiple communication channels. This new NICE IEX Workforce Management solution help companies defeat these challenges by optimizing staff scheduling which, regardless of the channel, makes sure that the right agent is prepared to work with the customer at the right time. Additionally, the new solution improves schedule adherence, shift bidding, schedule trading, "time off" management, and other processes which are agent-related.

Debbie May, president of the NICE IEX Workforce Management Group, said that without effectively managing the contact center workforce, optimizing Customer Dynamics cannot be accomplished.

With the release of the new Workforce Management solution, customers can now operate a contact center that's more effective and efficient by managing the complexities of a multi-site, multi-channel and multi-skill workforce. Companies in new geographical markets can also get the benefits of the NICE IEX Workforce Management because of the expanded language support.