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News : NICE Named Leader in Real Time Authentication and Fraud Prevention

#contactcenterworld, @NICELtd, @opusresearch

Hoboken, NJ, USA, July, 2019 -- NICE (Nasdaq: NICE) announced that it has been recognized as a Leader in authentication, voice biometrics and fraud prevention by Opus Research. NICE Real-Time Authentication (RTA) stood out among 13 vendors for innovation in the breadth of its offering and strong market positioning. The latter was supported by robust capabilities and successful implementation, numerous partnerships and adoption by a long list of corporate customers. 

NICE RTA's Proactive Fraudster Exposure capability was highlighted as a key differentiator in the report. According to the report, "NICE RTA provides a proactive fraud prevention approach as well as real time fraud detection using a watchlist. Based on unique machine learning technology, the new capability allows contact centers to automatically prevent fraud before it happens by identifying previously unknown fraudsters and blocking them from committing fraud."

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"NICE’s leadership position in the Intelliview report reflects their success in building an impressive roster of corporate customers along with a correspondingly large database of registered voiceprints," explains Dan Miller, Lead Analyst at Opus Research and the report’s author. "NICE also distinguishes itself with an integrated Real Time Authentication suite that combines voice biometrics with analytics and fraud detection solutions which responds to the recognized need for passive enrollment and authentication, combined with proactive fraudster detection in a single product."

"This report is a testament to the innovative capabilities of NICE RTA that enable our customers to protect themselves and their customers," Barry Cooper, President NICE Enterprise Group, said. "Of particular note is its Proactive Fraudster Exposure capability which reinvents the way companies fight fraud. NICE RTA offers a robust, holistic solution that allows contact centers to prevent fraud while improving operational efficiency and customer experience."

#contactcenterworld, @NICELtd, @opusresearch

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


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 Opus Research:
Company LogoOpus Research is a technology advisory and analysis firm providing critical insight on software and services that support multimodal customer care. Opus Research is focused on “Conversational Commerce,” the merging of intelligent assistant technologies, contact center automation, intelligent authentication, enterprise collaboration and mobile commerce.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Maintaining Customer Notes

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

Published: Thursday, July 25, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Workforce Management

 
1.) 
Aspect Software

Aspect Workforce Management
Aspect Workforce Management is an award-winning, best-of-breed software solution for enterprise contact centers, designed to help managers accurately and easily forecast staffing requirements to ensure the right agents are available at the right times, across all customer-facing inbound, outbound, blended and back office resources. Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, Aspect Workforce Management helps businesses achieve contact center SLAs at the lowest possible labor cost, while improving both agent engagement and the customer experience.

Agents can also manage their scheduling need...
(read more)

2.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

3.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

4.) 
Eleveo

Eleveo WFM
Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS.

5.) 
ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!

6.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.

7.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

8.) 
Noble Systems

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.

9.) 
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)

10.) 
Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

11.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.

12.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 

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