Workforce Optimization Featured Article

NICE Systems Intros Quality Optimization Solution

April 21, 2009

In keeping with their bid to help organizations improve performance, NICE Systems has announced the launch of its latest quality management offering, Quality Optimization.
This new solution is part of the company’s NICE SmartCenter offering and provides contact centers with the ability to improve performance in their organizations by bridging the gap between existing quality management processes and business objectives.
NICE Systems’ (News - Alert) NICE SmartCenter solution was recently awarded a  2009 CRM Excellence Award by TMC’s Customer Interaction Solutions magazine. The offering helps organizations better run their businesses through improved management of the contact center and provides a single view of the business - for improved, timelier decision making.
The new Quality Optimization solution categorizes calls by business objectives and alerts supervisors when a challenging call comes in. With this, contact centers can extract even more insight and drive performance with QM workflows including using root cause analysis to correlate trends in agent performance and develop more targeted and functional performance improvement programs. 

"Contact center managers are asking for solutions that deliver timely and actionable results. Workforce optimization vendors are listening and taking the lead in responding. NICE has introduced a unique business oriented QM offering, which blends workflow, Key Performance Indicator (KPI) and analytics-enabled capabilities, to give managers the information they need to quickly identify and address problems," said Donna Fluss, President of DMG Consulting.
With the new solution, quality management now has a direct link to business objectives such as First Call Resolution (FCR), handle time optimization, churn reduction and increased customer satisfaction.
To help contact center’s attain these advantages even more easily, NICE has also made it possible for contact centers to deploy the Quality Optimization solution as an add-on for their existing QM investment.
"By working with organizations to help them align their QM processes with their business objectives, we are providing them with the solutions they need to automatically determine the root cause of problem calls so they can impact performance improvements and meet critical business goals such as improved customer satisfaction and increased operational efficiency," said Udi Ziv, Chief Product Officer at NICE Systems.

Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.

Edited by Stefania Viscusi
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