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Improving Contact Center Performance: Workforce Optimization Suites Reduce Operational Complexity, by Elizabeth Herrell, November 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."
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