Martin Roberts, Vice-President of Marketing and Business Development, EMEA, NICE Systems, discusses breakthroughs, challenges and tips for contact centre professionals
1.What do you see as the latest trends in the contact centre industry?
4.Where do you think the biggest gaisn are to be had in the contact centre industry, is it in the people, the technology or is it in improving the processes?
About Martin Roberts: Martin Roberts is responsible for marketing and business development within Europe, Middle East and Africa for NICE Systems. He directs business strategy and develops marketing programmes in conjunction with the corporate team. He has been with the company since its acquisition of Thales Contact Solutions in November 2002, where he worked for 4 years in a similar role.
About NICE Systems: NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
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