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Ventana Research can be found at www.ventanaresearch.com
NICE Systems Supercharges Contact Center Technology for 2010, Dec, 2009.
"NICE systems is well known as one of the leading vendors supplying contact center optimization products.
However all the signs suggest that 2010 will be "the year of the customer" so optimizing internal contact center operations will no longer be enough and companies will have to focus more on outward-looking improvements, such as improving customer service and driving up customer satisfaction and revenues.
So while many of the NICE products focus on internal operations, increasingly its new developments support companies in their efforts to improve the customer experience, improve the effectiveness and efficiency of handling customer interactions and also make the agent's life easier.
Companies that want to get smarter at handling all types of customer interactions would do well to keep track of what NICE can do for your organization."
Richard Snow, VP and Research Director, Customer and Contact Center
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