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NICE SmartCenter™ provides an innovative solution to manage contact centers and drive business performance across the enterprise, enabling organizations to run their business in an insightful and proactive manner and take action at the right time.
NICE SmartCenter places the contact center at the heart of the enterprise. With NICE SmartCenter contact centers gain a single view of their business, improve efficiency, effectiveness and quality of service, and better align their objectives with the enterprise. Among a range of key business benefits, organizations are able to share best practices, gather competitive intelligence, better up-sell and cross-sell, improve first call resolution, adjust business processes and increase customer retention.
NICE SmartCenter offers:
- A new approach to managing the business, harnessing interaction analytics and delivering a structured methodology specifically developed for the Contact Center and Enterprise market by domain experts.
- A powerful solution that provides a holistic view of the business with insights into market dynamics and customer behavior.
- A state-of-the-art architecture, powered by the emerging Service Oriented Architecture (SOA), enabling maximum information sharing and synergy between the different SmartCenter components, as well as any other external SOA-based applications.
Business users and executives across all industries can now benefit from the synergy between the entire spectrum of NICE SmartCenter best-in-class solutions - quality, workforce and performance management, interaction analytics, compliance, coaching, and customer feedback.
NICE SmartCenter Delivers:
- A single view of the contact center by consolidating data across the organization and delivering consistent information to sites, regions and groups
- The right information to the right people, at the right time
- Advanced interaction analytics tools to understand customer intent and predict trends and behavior
- Root cause analysis by focusing on the meaningful interactions thus shortening the time for corrective action
- KPI-based management to center employees on clear objectives and align the contact center with enterprise goals
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