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NICE SmartCenter® is a set of industry-leading solutions enabling organizations to achieve high performance in the contact center and throughout the business. These solutions are unified within an open framework and implemented through a structured services methodology to address individual contact center requirements. NICE SmartCenter uses company resources more efficiently and reveals valuable customer-related information for making sound managerial decisions to drive performance throughout the enterprise.
Transform the Contact Center by Focusing on What Matters Most
- Business Insight – Increase revenue-generating potential with quantifiable and accurate business insights obtained from customer interactions. Make timely and effective managerial decisions that enable the organization to address critical operational challenges.
- Operational Efficiency - Optimize use of the company’s most valuable resources, its people, to deliver customer satisfying service while maintaining control over the operation’s bottom line. Dramatically reduce operating costs by enabling more efficient staff planning, automating time consuming tasks, boosting employee performance and lowering telecom expenses.
- Compliance - Ensure business complies with external regulations and internal processes for financial transactions, customer privacy, information security and others in order to mitigate potential risks and safeguard the company’s image.
NICE SmartCenter is a modular solution that provides maximum flexibility and investment protection. Choose the entire solution set or any combination of applications.
- Best-in-Class Solutions- NICE SmartCenter solutions provide market-leading features and functionality for customer interaction recording, interaction analytics, workforce management, performance management, quality management and customer feedback. Together they provide unmatched power with maximum flexibility.
- Service-Oriented Architecture- NICE SmartCenter’s open approach simplifies integration between systems and facilitates the development of automated business processes. The SOA framework allows NICE SmartCenter to be easily tailored to each customer’s distinctive business environment and lets each component solution evolve independently to keep pace with changing needs.
- Field-Proven Services and Business Consulting- Drawing on industry best practices and real-world experience, NICE helps achieve a rapid and ongoing return on investment. NICE’s consulting methodology is focused on a detailed understanding of customer-specific business needs, operating environment and strategic objectives.
NICE SmartCenter Best-in-Class Contact Center Solutions
- Contact Center Recording- Offers compliance recording solutions that capture, store and maintain interactions occurring in the organization such as telephone conversations and screen activity.
- Interaction Analytics- Delivers advanced interaction analytics capabilities to allow businesses to extract the value hidden within unstructured multimedia interactions.
- Workforce Management- Offers comprehensive forecasting, planning, scheduling, change management and reporting for effective staff planning and operational management.
- Performance Management- Provides a unified view of employee performance data and analysis, ensuring the alignment of individual and corporate goals.
- Quality Management- Supplies a comprehensive solution for managing the quality and effectiveness of customer interactions.
- Customer Feedback- Provides an easy-to-deploy, IVR-based, post-call survey system– the most efficient way to collect customer opinions.
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