Avaya and NICE Expand Relationship to Avaya to Distribute Totalview from IEX

Together with our strategic partner Avaya, NICE recently announced that we are expanding the scope of our global relationship to include the distribution of workforce management software from IEX Corporation, a
NICE company.

The decision to extend the long-term distribution agreement between NICE and Avaya to include the IEX® TotalView® Workforce Management system is based upon the companies’ shared vision of delivering a comprehensive suite of applications that address the full spectrum of contact center business issues, from operational to strategic.

The IEX workforce management solution from Avaya provides contact centers with a strong staff planning foundation, while helping them maximize their Avaya call routing technology investments. The integrated contact routing simulation capabilities developed by IEX (in close collaboration with Avaya) enables contact centers to improve the accuracy of calculated staffing requirements and multiskilled agent efficiencies.

TotalView also plays a vital role in staff planning and control based on automatic call distribution (ACD), and network routing rules in VoIP-based Virtual Contact Center configurations.  Jim Smith, Avaya’s Vice President and General Manager of the Customer Service Applications Division said,

“Adding TotalView to our portfolio gives us the strongest workforce management offering and the most complete contact center offering to serve our customers. We are now able to meet the business needs of mutual contact center clients who require advanced multi-site and multiskill staff planning support.”

NICE Introduces New Applications for Avaya Environments

NICE has introduced two new applications designed to work in the Avaya environment. Customer Data Controlled Routing (CDCR), and IP Telephone Recording Applications. CDCR is an optional feature of NICE Perform®, and works in conjunction with Avaya’s Advanced Segmentation Routing to provide a rich source of customer data that can be used to manage the routing of customer calls. IP Telephone Recording Applications are a set of recording features that are accessed directly using the screen and soft keys of Avaya IP telephones and PC-based “soft”  phones.

Sony and NICE Celebrate Ten Years of Cooperation

An initial purchase of data tapes from Sony in 1996 has led to ten years of close cooperation between NICE and the giant Japanese company, which was recently celebrated by the two organizations. NICE is now a major customer and OEM of Sony, which is the leading manufacturer of audio, video, communications, and information technology products for the consumer and professional markets, and one of the most comprehensive entertainment companies in the world.

NICE includes Sony digital drives in many of its products, and purchases of Sony equipment exceed several million dollars every year. In fact, so important is the NICESony relationship that Sony have developed a specific line of firmware (“/N Drives”) to meet NICE’s specific requirements.

For the more technically minded, NICE purchases and uses DDS-1, DDS-2 and DDS-3 digital data storage, as well as AIT-1, AIT-2 and AIT-3 advanced intelligence tapes. NICE is directly connected to Sony’s digital recording production process, and takes an active part in their quarterly reviews of developments in the technology for these units.  After so many years of close cooperation with the leader in quality management solutions, Sony is now actively considering implementing a NICE solution in its own corporate contact center. NICE is delighted at the prospect of being able to add Sony to its long list of industry-leading clients.