The Growing Complexity of Today’s Contact Center
Today’s contact center manager has to meet a range of objectives; increasing revenues, reduced operational costs, and strengthened customer loyalty among them.  Contact center managers require multi-skilled agents who may be working in the center, for outsourcers, as home agents or in geographically distant sites, using multiple communication channels (voice, email, chat and more) to deal with ever-more demanding and knowledgeable customers. At the same time, the contact center must answer the increasing needs of the rest of the enterprise for information concerning the company’s customers.

A New Approach
The NICE SmartCenterTM provides a totally new approach to contact center management: a unique combination of new methodologies, new capabilities, and a new architecture, bound together within a unified framework.

Imagine a comprehensive, unified view of all contact center activities; imagine “right-time” management, which means getting the right information when you need it; imagine precision monitoring and analysis of agent activity; imagine accurate, dynamic customer behavior monitoring for information on intent, preferences and actual purchasing patterns; imagine a Key Performance Indicator (KPI) management system, giving objective, standardized measurements of objectives and achievements.

Now imagine all this with a simple, uniform user interface, providing a dashboard which works in the same way for everyone, from beginning agent to contact center manager, and elsewhere. Add a service-oriented architecture, and a range of value-added consulting services providing multi-disciplinary expertise in all aspects of the contact center.

That is the NICE SmartCenter.

The NICE SmartCenter is based on the experience acquired by the owner of the industry’s broadest domain expertise and largest market share.

SmartCenter Methodology
The new NICE SmartCenter methodology enables organizations to:

• Align people, processes, and technologies around business strategy and goals
• Optimize Performance Management (PM), Quality Monitoring (QM), and Workforce Management (WFM) solutions across all functions to drive even greater efficiencies, effectiveness and results
• Deliver a quantifiable ROI in record time
• Implement best practices and industry benchmarks

 SmartCenter Architecture
The NICE SmartCenter is based on a new Service Oriented Architecture (SOA), the emerging standard in the market for mission-critical applications and business processes.  SOA allows for autonomous business processes that enable greater technological synergy and much easier integration between applications, implementing cross-vendor,  cross-platform interoperability.  Under SOA all of the SmartCenter’s building blocks continue to evolve independently, each maintaining its best-in-class market position.

SmartCenter Capabilities
Uniquely, the NICE SmartCenter includes capabilities that cover all the major areas of contact center management and activity, providing a unique solution that can deal with recording, QM, Interaction Analytics, WFM, customer feedback, coaching and more.