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News : NICE Applauded by Frost & Sullivan for Optimizing Contact Center Efficiency, Reliability, and Flexibility

#contactcenterworld, @NICELtd, @Frost_Sullivan

San Antonio, TX, USA, June, 2022 -- Recently, Frost & Sullivan assessed the India workforce management software industry and, based on its analysis, recognizes NICE with the 2022 India Product Leadership Award. NICE is a worldwide provider in AI-powered self-service and agent-assisted CX software for the contact center and beyond. It incorporates artificial intelligence (AI) capabilities into its solutions, enabling customers to automate workforce scheduling processes and increase agent productivity.

Strong workforce management solutions are increasingly important to maximizing agent flexibility, delivering quality customer experiences, reducing operational costs, and enhancing customer loyalty. NICE's machine learning and AI-enabled automated forecasting capabilities meet the industry's needs, enabling organizations to create efficient schedules that better utilize agent availability.

According to Nithin Ramesh, senior consulting analyst for Frost & Sullivan, "NICE integrates high reliability and quality in its products, from developing robust, user-friendly solutions to working closely with clients and partners to guide its product roadmap and enhance and add advanced features. With the company's ongoing innovation and sustained leadership, its positioning, design, reliability, and quality remain impressive."

"NICE understands the market needs and delivers a solid solution designed and embedded with high-quality and reliable performance, making it a workforce management software product leader. The company's solutions enable automated and efficient scheduling processes with best-practice implementation," said Ramesh.

"Our WFM suite was designed to provide a high degree of ability to forecast agent demand for the business and agility for the agent. The ability to forecast demand ensures that the right number of agents are scheduled to provide exceptional service to customers and agility for maximum agent work/life balance," said Darren Rushworth, President, NICE International. "We are pleased to be recognized by Frost & Sullivan as the leader in providing WFM solutions that meet the needs of the Indian market, and we see a great opportunity for growth in that region as more and more organizations seek the dynamic and responsive cloud environment for its WFM activities."

Each year, Frost & Sullivan presents this award to the company that has developed a product with innovative features and functionality that is gaining rapid market acceptance. The award recognizes the quality of the solution and the customer value enhancements it enables.

#contactcenterworld, @NICELtd, @Frost_Sullivan

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.newswire.ca


About NICE Systems:
Company LogoNICE (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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About Frost & Sullivan:
Company LogoFrost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
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Today's Tip of the Day - Simplicity, Simplicity, Simplicity!

Read today's tip or listen to it on podcast.

Published: Monday, June 6, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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