Richard Snow's Analyst Perspectives

NICE Systems Rebrands Smart Desktop for Agents

Posted by Richard Snow on Dec 9, 2010 5:37:54 PM

A few weeks back I wrote about how NICE Systems was venturing into the back office and my surprise that the core smart desktop product it had acquired with eglue, while a key part of this initiative, seemed to have disappeared as a stand-alone offering. Since then NICE has corrected my impression, pointing out that the product is still available in pretty much the same form as always. The problem is that you have to look hard to find it because it has been renamed Real-Time Process Optimization. If you follow this link, you won’t see confirmation that this really is the eglue product, but I assure you it is.

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Topics: Customer Experience, NICE Systems, Uncategorized, Call Center, Contact Center, CRM

NICE Systems Ventures into the Agent Back Office

Posted by Richard Snow on Nov 27, 2010 1:26:52 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, NICE Systems, Operational Performance Management (OPM), Customer Relationship Management, Customer Service, Call Center, Contact Center, CRM, Customer Performance Management (CPM)