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The Concept
Leveraging the combined capabilities of products like NICE Perform, Performix and IEX TotalView, NICE SmartCenter is the methodology, which can deliver a holistic view of the contact centre, enabling operations to gain a single view of their business. Achieving this is possible with information extracted from areas such as; quality and performance management, workforce optimisation, compliance, coaching and feedback, and interaction analytics, thereby enabling SmartCenter to formulate an overall view of a business.
The NICE SmartCenter provides a totally new approach to contact centre management and is a unique combination of new methodologies, new capabilities, and a new architecture. It aims to align people, processes and technologies around business strategy and goals whilst optimising Performance Management, Quality Monitoring and Workforce Management solutions across all functions.
What can Nice SmartCenter deliver?
- Real-time consolidation of information delivering it to the right people at the right time for informed decision-making
- Advanced performance management and analytics tools to understand customer intent and predict trends and behaviour
- Root cause analysis – focusing on meaningful communications and so shortening the time taken to implement corrective action
- Aligning the contact centre with corporate goals using KPI-based management
Key Benefits
- Turns masses of siloed data into useful information that provides a total view of the business
- Provides insight into market dynamics and customer behaviour
- Enables organisations to share best practice
- Assists in gathering competitive intelligence
- Ensures better up-sell and cross-sell opportunities
- Assists with operational goals such as improving first call resolution
- Optimises business processes
- Increases customer retention
The Technology
SmartCenter is powered by a unified framework based on the emerging industry standard; Service Orientated Architecture, ensuring better synergy between its components and external applications. This dynamic architecture facilitates rapid response to emerging business needs within and outside the SmartCenter. It ensures that each application can evolve independently maintaining its best in class position.
SmartCenter comes with a simple, uniform user interface, providing a dashboard which works in the same way for everyone regardless of position but which can be personalised to meet the users individual needs and preferences.
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