Analyst Perspective

Real-Time Analytics For Contact Centers, March 2010

“NICE provides integrated workforce optimization and interactions analytics to help its customers drive operational efficiency and gain insight from the contact center interactions. Its Interaction Analytics product provides insight to help companies identify their customers’ behaviors across multiple communication channels, including Web, chat, email, and social media.”

Elizabeth Herrell, Vice President, Principal Analyst, Forrester Research

Improving Contact Center Performance: Workforce Optimization Suites Reduce Operational Complexity, Nov. 2007

"NICE's SmartCenter was announced in February 2007 and brings together the company's PM, recording and QM, WFM, interaction analytics, customer feedback, and compliance and risk management offerings via an open service-oriented architecture (SOA) framework. The open architecture promotes the sharing of data among the solutions within the SmartCenter, as well as with other third-party applications already in the environment while connecting the contact center more to the business side of the enterprise. NICE also offers consulting services prior to and throughout installation designed to help companies prepare their internal processes to maximize the potential benefits of SmartCenter." Elizabeth Herrell, Vice President, Principal Analyst, Forrester Research