NICE SmartCenter

Submitted by Anonymous on Tue, 06/08/2010 - 11:41
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Achieving Maximum Business Value

NICE SmartCenter enables companies to ensure regulatory compliance and mitigate risks, streamline operations, enable a superior customer experience, and improve the effectiveness of sales and marketing initiatives. Together, NICE SmartCenter solutions and products maximize the value businesses can generate across all touchpoints— and drive top- and bottom-line improvements.

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An integrated suite of targeted business solutions and best-in-class products NICE SmartCenter enables contact centers and sales and marketing organizations to optimize business performance. How? By capturing customer and business intent, analyzing this intent to reveal insight, and applying the insight to impact results.
 
NICE SmartCenter Business Solutions encapsulate industry best practices, pre-built content and closed-loop workflows to target key business challenges and enable rapid deployment. These solutions are built atop the award-winning functionality of the NICE SmartCenter platform products, which enable companies to capture customer interactions across all communication channels, analyze them to discover valuable insights hidden within, maximize workforce utilization and performance, and impact interactions as they occur.
 
By advancing intent to insight and then to impact, NICE SmartCenter Business Solutions and the underlying NICE SmartCenter platform products empower organizations to leverage their customer interactions across all touchpoints into a source of business growth and competitive differentiation.
NICE SmartCenter Business Solutions encapsulate industry best practices, pre-built content and closed-loop workflows to allow rapid implementation and deliver continuous business value. The solutions are designed to enable companies to:

 

Ensure Compliance and Mitigate Risk

Companies must comply with external regulations and internal policies or risk damaging the business through non-compliant actions, fraudulent transactions or brand erosion.
 
 

Streamline Contact Center Operations

Companies must deliver prompt and satisfactory service, yet it’s imperative they operate economically. NICE SmartCenter deciphers customer interactions so contact centers can achieve the proper balance.

 

 

Differentiate the Customer Experience

Differentiation based on a compelling customer experience is difficult for competitors to counter. NICE SmartCenter delivers the intimate understanding of customer intent to consistently exceed customer expectations and withstand competitive threats.
 
 

Improve Revenue Growth

NICE SmartCenter enables companies to deepen the understanding of their customers, and thereby grow revenues and drive value. Sales, marketing and other customer-facing departments can move from reactive to proactive approaches and transform the way they interact with their customers in real time.
 
The NICE SmartCenter platform spans best-in-class capabilities for:
 
  • Interaction Capture– Reliable, secure multi-channel interaction recording with built-in query, storage and retention capabilities

 

  • Interaction Analytics– Comprehensive analysis of interactions across multiple contact channels using speech, email, chat, desktop and call flow analytics

 

  • Workforce Management– Advanced forecasting and scheduling capabilities with built-in multiskill and multisite capabilities

 

 

  • Call Center Quality Monitoring– Powerful capabilities to drive end-to-end quality processes, with out-of-the-box KPIs, agent scorecards, advanced query tools, evaluation forms, coaching and report templates

 

  • Real-Time Guidance– “Next best action” recommendations to agents in real time during phone or chat interactions with customers

 

  • Customer Feedback– Post-call surveys tied to the specific interactions that influenced customer experiences