Richard Snow's Analyst Perspectives

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NICE Systems Ventures into the Agent Back Office

Posted by jillventana on Nov 25, 2010 1:20:53 PM

Most people involved with contact centers know of NICE Systems and its SmartCenter suite of workforce optimization products that support key contact center management capabilities such as call recording, quality monitoring, workforce management, customer feedback management and a variety of performance management and analytics tools. NICE recently received the top ranked Hot Vendor rating in the Ventana Research 2010 Value Index for Agent Performance Management.

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Topics: Customer Experience, Human Capital Management, Customer Performance Management (CPM)