NICE SmartCenter™ helps you achieve high performance in your contact center and throughout your business with industry-leading solutions in every essential contact center operational discipline. These solutions are unified within an open framework and implemented through a structured services methodology that addresses your unique needs, providing hard facts so you can act decisively and effectively. With NICE SmartCenter, you can utilize your resources more efficiently, make sound decisions and drive performance throughout the enterprise.

Transform Your Center by Focusing on What Matters Most

• Business Insight – Increase your revenue-generating potential with quantifiable and accurate business insights obtained from your customer interactions. You’ll be able to drive timely and effective decisions that enable your organization to address critical operational challenges, no matter what the day brings.
• Operational Efficiency - Make the best use of your company’s most valuable resources, its people, to deliver customer satisfying service while maintaining control over your operation’s bottom line. You can dramatically reduce your operating costs by enabling more efficient staff planning, automating timeconsuming tasks, boosting employee performance and lowering telecom expenses.
• Compliance - Ensure your business stays in compliance with external regulations and internal processes regarding financial transactions, customer privacy, information security and others in order to mitigate potential risks and safeguard your company’s image.

NICE SmartCenter provides maximum flexibility and investment protection by allowing you to choose the entire solution set or any combination of applications. 

• Best-in-Class Solutions - NICE SmartCenter solutions provide market-leading features and functionality for workforce management, performance management, quality management, interaction analytics, customer interaction recording and customer feedback. Working together, they provide unmatched power with maximum flexibility.
• Service-Oriented Architecture - This open approach simplifies integration between systems and facilitates the development of automated business processes. Our SOA framework allows NICE SmartCenter to be easily tailored to each customer’s distinctive business environment and lets each component solution evolve independently to keep pace with changing needs.
• Field-Proven Services and Business Consulting - Drawing on industry best practices and real-world experience, we assist our customers in achieving a rapid and ongoing return on their investment. Our methodology is focused on a detailed understanding of each customer’s unique business needs, operating environment and strategic objectives.

NICE SmartCenter Best-in-Class Solutions

• Workforce Management - Offers comprehensive forecasting, planning, scheduling, change management and reporting for effective staff planning and operational management.
• Performance Management - Provides a unified view of employee performance data and analysis, ensuring the alignment of individual and corporate goals.
• Quality Management - Supplies a comprehensive solution for managing the quality and effectiveness of customer interactions.
• Interaction Analytics - Delivers advanced adaptive interaction analytics capabilities to allow businesses to extract the value hidden within unstructured multimedia interactions.
• Customer Interaction Recording - Offers compliance recording solutions that capture, store and maintain interactions occurring in the organization such as telephone conversations and screen activity.
• Customer Feedback - Provides an easy-to-deploy, IVR-based, post-call survey system – the most efficient way to collect customer opinions.