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News : NICE Received the Highest Ranking for Overall Agent Management and Scored Highest on Product Experience

#contactcenterworld, @NICELtd, @ventanaresearch

Hoboken, NJ, USA, Oct 25, 2023 – NICE (Nasdaq: NICE) announced that it has been named a Leader in Ventana Research 2023 Buyers Guide for Agent Management, receiving the highest ranking for overall agent management and scoring the highest on product experience out of 12 vendors evaluated.

NICE also scored the highest in capability and TCO/ROI. Ventana Research categorizes Leaders as Exemplary, performing the best in meeting the overall product and customer experience requirements.

The Ventana Research 2023 Buyers Guide for Agent Management states, "Providing agents with the tools they need to improve the customer experience can improve the agent experience. Agents who feel empowered by their tools rather than at odds with their technology are more likely to deliver better customer experiences and will be less frustrated, fatigued and burned out. Furthermore, modern systems can provide performance analytics to deliver up-to-date information to the agent on their performance and suggest areas for improvement."

Barry Cooper, President, CX Division, NICE, said, "This recognition exemplifies NICE’s commitment to both the customer and agent experience. Both are equally important for brands looking to differentiate themselves from their competitors. NICE is using Enlighten AI to augment the agent experience, delivering powerful data analysis into agent performance and using AI to guide agents during interactions to lead to a faster resolution. We are proud to be recognized by Ventana and will continue to innovate with AI to provide agents with the cutting-edge tools they need to be more effective."

Keith Dawson, Vice President and Research Director for CX at Ventana Research said, "The agent experience has a direct impact on customer experience and thus it is essential for organizations to provide their agents with the tools to deliver exceptional customer experience. AI is expanding the capabilities of the tools available to agents, enabling agents to achieve the best possible outcomes. NICE continues to innovate in this space, using the latest technology to develop next-generation solutions to elevate the agent experience."

#contactcenterworld, @NICELtd, @ventanaresearch

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.nice.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 Ventana Research:
Company LogoVentana Research is a benchmark research and advisory services firm. They provide guidance to help organizations manage and optimize performance. Ventana Research focuses on business and technology trends and best practices that maximize organizations’ potential to perform while reducing the time, cost and risk and still achieve optimal outcomes.
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Today's Tip of the Day - Feasibility Of An IP Contact Center

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

Published: Thursday, October 26, 2023

Printer Friendly Version Printer friendly version

2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

2.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

3.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system

4.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 

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