NICE Systems Launches Quality Optimization

NICE Systems announced the launch of its Quality Optimization solution, a next-generation quality management solution for contact centers that is part of NICE SmartCenter.

NICE’s Quality Optimization solution is the first end-to-end quality management (QM) solution on the market to bridge the gap between organizations’ existing QM processes and business objectives, such as First Call Resolution (FCR), handle time optimization, churn reduction, and increased customer satisfaction. Combining a unique methodological approach with the capabilities of NICE’s proven interaction analytics technology, Quality Optimization provides a new approach to business driven QM processes.

Quality Optimization enables contact centers to leverage the QM workflow in a much more efficient and effective way. Using calls categorized by key business objectives, Quality Optimization automatically identifies changes in business KPI results and alerts supervisors to particularly challenging calls for evaluation, such as calls that require longer handling time, or issues relating to repeat calls. Using root cause analysis, which automatically correlates trends with agent performance, the call center operational teams can then develop targeted performance improvement programs for corrective action for agents, supervisors and other relevant contact center staff. Contact centers can also now deploy NICE’s Quality Optimization solution as an add-on and enjoy a faster and higher return on their existing QM investment.

“We are pleased to announce the launch of the Quality Optimization solution and its role in transforming the QM space from previously employed generic QM processes to a now more robust business driven approach,” said Udi Ziv, chief product officer at NICE Systems. “By working with organizations to help them align their QM processes with their business objectives, we are providing them with the solutions they need to automatically determine the root cause of problem calls so they can impact performance improvements and meet critical business goals such as improved customer satisfaction and increased operational efficiency.”