| Frost and Sullivan, 2007 | | Print | |
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Independent analyst firm Frost & Sullivan selected IEX Corporation and its parent company, NICE Systems, as recipient of the prestigious 2007 Market Leadership Award for excellence in North American contact center workforce management and quality management solutions. In its report, Frost & Sullivan took note of the IEX TotalView Workforce Management system and its powerful scheduling algorithms with discrete simulation technology to generate staff plans that take into account site and network routing rules as well as individual agent skills, skill levels, work preferences and availability. Frost & Sullivan acknowledged that patented planning tools intelligently allocate workload across sites based on routing methodology, operational hours, agent availability and unique handle times. It is also particularly well-suited to environments that include the need to schedule multi-skilled agents, and to multi-channel contact modes. Keith Dawson, senior analyst at Frost & Sullivan said, “The combination of best-in-class solutions within the NICE SmartCenter offering will help businesses turn raw contact center data into prescriptions for better agent behavior and customer service. NICE SmartCenter enables contact centers to provide the organization with an interpretation of the different kinds of data analyses of customer interactions instead of just reporting them. It provides insight that marketing, legal, compliance, finance and others can use to help understand what’s going on in the contact center. It is clear that NICE remains committed to providing its customers with top-shelf technology and the analytic tools necessary to make sense of contact center activities. We are pleased to recognize NICE Systems as a market leader.” Frost & Sullivan’s North American Agent Performance Optimization Summary |