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Alcatel To Distribute Nice Systems' Recording Solutions For Call Centers.

Nice Systems is a world-leading developer and provider of digital recording and quality measurement systems. The company s multi-media solutions include: Computer Telephony Integrated (CTI), digital voice logging, enterprise-wide video recording, for security applications. Nice also offers high-level professional services that includes system integration, consulting, training and ongoing support. Nice Systems products meet the increasing demands of financial institutions, call centers, securities traders, air traffic control sites, public safety, transportation and utility organiz

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  • USPS IMPLEMENTS 'NICEUNIVERSE' QUALITY MANAGEMENT SYSTEM IN CUSTOMER SERVICE CALL CENTERS.
    • The United States Postal Service (USPS) has decided to standardize on NICE Systems' NiceUniverse quality management system for its national customer service call centers. Under an initial contract valued at over $1 million, NiceUniverse will monitor and record the voice and desktop screen activity of USPS call center agents, and ......
  • USPS IMPLEMENTS `NICEUNIVERSE' QUALITY MANAGEMENT SYSTEM IN CUSTOMER SERVICE CALL CENTERS.
    • The United States Postal Service (USPS) has decided to standardize on NICE Systems' NiceUniverse quality management system for its national customer service call centers. Under an initial contract valued at over $1 million, NiceUniverse will monitor and record the voice and desktop screen activity of USPS call center agents, and ......
  • Small call centers lead CTI buying
    • Purchase of computer-telephony integration (CTI) software and hardware saw its highest growth last year in non-formal call centers-that is, departments with significant telephone activities such as marketing departments of small companies. That's the finding of the Telecommunications Industry Association (TIA) and Multimedia Telecommunications Association (MMTA). Altogether, the U.S. CTI hardware ......
  • Logical Solution For Legacy Integrations.
    • Logical Software Corporation has released logicalCTISuite for call centers. logicalCTISuite is designed to make it easier and faster for call centers to integrate legacy and CRM systems with the agent desktop, create multisite call routing capabilities and build multimedia call centers. The new product suite features computer-telephony integration (CTI) development ......
  • The Dawn Of Call Center 2.0
    • The modern call center industry is about 25 years old, yet it remains on the forefront of customer interactions. Paradoxically, for many years, call centers have not been on the leading edge of technology or foremost in the minds of corporate management. As markets become more competitive, it is essential ......
  • The Speech Technology Excellence Awards
    • Finding cost efficiencies in the call center seems to be following Moore's law: That is, as more and more call centers implement various call center technologies, it becomes more and more difficult to "squeeze" cost savings on each phone call. Fortunately, there is one nascent technology which is in the ......
  • Breaking out of the box.
    • An open-systems, standards-compliant approach enables a financial services firm to attain world-class customer service in its call center. Customers increasingly insist on world-class service from the companies they do business with. In a wide-open market like financial services, customers have lots of choices and companies find it difficult to differentiate ......

Blogs

  • Call Centers: Those who Wish to Work at Home May Be in Luck Soon
    • Call centers are finding that customer satisfaction overrules the cheap labor that can be found when outsourcing these jobs overseas. In a new move to increase customer satisfaction companies are looking to bring these jobs back home-which is great news for those who wish to work out of the home.
  • After Hours Call Centers Work Well
    • A study published in Pediatrics this week found that the after hours nurse call centers used by many practices are safe and reliable.
  • Best of The Blogs
    • Today's post touches on a new idea by Seth Godin, and three posts by Tom Peters who discusses the environment in which you sell to your customer, the elemental customer service philosophy, and updates his "In Search of Excellence" criteria for success. Surprising the customer with a little something extra ......
  • Cold Calling Tips:Letters from my readers
    • I really enjoy hearing from my readers. Nothing gives me more pleasure than offering my advice on cold calling and business development. Because not everyone writes me via my column, I thought it would be helpful to post some of the recent e-mails I´ve received as well as my comments....
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