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Contact Center Workforce Optimization
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Maximizing Efficiency and Effectiveness
NICE SmartCenter suite of workforce optimization products enables contact centers to drive performance, boost operational efficiency and ensure regulatory compliance. NICE SmartCenter products deliver contact center workforce optimization through unified interaction recording, quality management, workforce management, interaction analytics, performance management, real-time agent guidance and customer feedback.
The NICE SmartCenter unified suite of workforce optimization products and business solutions maximizes the value businesses generate from their communications with customers by impacting interactions across all communication channels and in real time.
Robust multi-channel interaction recording with built-in query, storage and retention capabilities
Performance monitoring and evaluation with integrated coaching capabilities
Advanced forecasting and scheduling capabilities with built-in multi-skill and multi-site capabilities
Analysis of interactions across multiple contact channels using speech, email, chat, desktop and call flow analytics
Next-best-action recommendations to agents in real time during phone or chat interactions with customers
Performance dashboards and scorecards for individuals, teams and entire organizations
Post-call surveys tied to the specific interactions that influenced customer experiences