- AVAYA
- F5 Load Balancer & Firepass
- Lucent Technologies
- Nuera Carrier Class Gateways
- VASCO Token Authentication
- NICE Recorder System

NICE SYSTEM

NICE Systems (NASDAQ: NICE) is the leading provider of Insight from InteractionsTM, offering comprehensive performance management and interaction analytics solutions for the enterprise and public safety and security markets. Advanced interaction analytics are performed on unstructured multimedia content - from telephony, web, radio and video communications. NICE brings the power of Insight from Interactions to IP contact centers, branches, and command and control centers. NICE's solutions are changing the way organizations make decisions, enabling them to proactively improve business and operational performance and address security threats. NICE has over 23,000 customers in 100 countries, including over 75 of the Fortune 100 companies.

       1. Nicecall Focus

    NiceCall Focus III

For organisations recording up to 48 channels, Nicecall Focus III offers many of the capabilities of Nice’s flagship call recording solution Nicelog, in an affordable scaled down solution.

This recording solution integrates with Nice Systems add-on recording applications, such as quality monitoring software, and network attached storage. An ideal solution for smaller branches or distributed environments.

Nicecall Focus III uses the proprietary platform from the Nice recording range, which has been proven to offer uncompromised digital quality recording and advanced compression technology.

Recording Applications
• Total Recording – records all calls, for compliance or risk-management purposes
• Record on demand – enables you to initiate a recording while a call is in progress
• Real time monitoring – enables you to monitor live calls

Key Features
• Fully scalable from 4 –48 channels of analogue and/or digital recording per logger
• Extension side recording only (not trunk-side)
• Playback via telephone, networked PC or speaker
• Based on Windows XP Professional
• Digitally compatible with leading PBX and switch hardware platforms, expecially, Avaya,
• CDR integration on certain PBXs
• Easy-to-use software interface for search and retrieval of calls
• Highly secure playback software enabling multiple access levels for staff
• D-channel extraction for ISDN BRI
• Multi-language support

          2. NICELOG LOGGER

Benefits
• Cost effective – Best compression and largest channel capacity for lowest cost of ownership.
• Reliable – More than 500,000 channels installed worldwide, NiceLog has withstood the test of time in the most missioncritical environments.
• Secure – Powered by Microsoft Windows 2003 Server - more secure out of the box.
• Scalable – Modular design and open architecture meet evolving needs, including expanding capacity and emerging
technologies, such as VoIP.
• Increased productivity – Recordings are easily retrieved and instantly replayed by anyone who needs them, anywhere.

Key Features
• Wide range of recording options – Total Recording, Selective Recording, Recording-On-Demand, Real-time Monitoring, Quality Management in a modular system.
• Improved channel capacity, with either (a) up to 192 input channels with analog/digital extensions, or (b) up to 496
channels for E1/T1 trunk/Scx/BT Synegra Megalink, or (c) up to 3840 matrix interface recording channels.
• Advanced audio compression to maximize archiving capacity using industry-standard algorithms G.729A and G.723.1
to achieve up to 80,000 channel-hours of recording per unit; with centralized archiving in the NICE Storage Center this means virtually unlimited on-line capacity.
• Records directly from analog, E1/T1, PCM32 and digital extensions (Alcatel, Aspect, Avaya, Ericsson, NEC, Nortel,
Siemens, Philips and ...more), available with VoIP interface as well.
• Easy retrieval and playback by means of multiple search criteria (date, time, extension, agent, customer ID and more).
• State-of-the-art system administration with advanced security features using definable profiles enabling different levels of security down to the specific agent as well as audit traces.

-- For High Performance

Nice SmartCenter Delivers:
• A single view of the contact center by consolidating data across the organization and delivering consistent information to sites, regions and groups
• The right information to the right people, at the right time
• Advanced interaction analytics tools to understand customer intent and predict trends and behavior
• Root cause analysis by focusing on the meaningful interactions thus shortening the time for corrective action
• KPI-based management to center employment to center employees on clear objectives and align the contact center with enterprise goals

The NICE SmartCenter Approach
High performance in the contact center and enterprise can be separated into three distinct areas – employees, business operations and the enterprise – each with its unique characteristics, focuses and improvement strategies.
NICE SmartCenter cultivates high performance in each of these areas, yet allows them to be managed together in a coordinated, holistic approach. It does this by:
• Simplifying the complexities of the contact center environment
• Allowing people to focus on actions that generate business impact and drive results
• Aligning people and processes toward the same Objectives

The result: Organizations can now improve their operations and better achieve their strategic goals by taking action at the right time, obtaining insight into customer and market dynamics and promoting proactive business management.

NICE SmartCenter Building Blocks
NICE SmartCenter leverages the synergies of industry-leading contact center solutions - NICE Perform, IEX TotalView and Performix - implementing a wide range of advanced capabilities for contact center management. These capabilities are combined within an open framework that is based on a service-oriented architecture (SOA), and are integrated within a field-proven, structured service and business consulting methodology.

Best-in-Class Solutions
NICE SmartCenter offers market-leading solutions for compliance, quality management, workforce management, interaction analytics, coaching, customer eedback and performance management. A flexible design allows businesses to choose either the entire solution set for maximum benefit, or select any ombination of component solutions separately to meet specific requirements.

1. NICE Perform
NICE Perform provides a comprehensive platform for improving service quality, strengthening customer loyalty, maximizing revenue opportunities and ensuring compliance. Multi-dimensional analytics, encompassing a wide variety of sources including speech analysis, screen content, customer feedback, call flow and other business data, enables contact centers to extract business insights hidden within captured interactions. These Insights from Interactions? provide enterprise decision makers and contact center managers with a detailed understanding of employee performance, customer actions and critical business issues ranging from operational to strategic.

NICE PERFORM Driving Business Performance In The Contact Center And Enterprise NICE Perform? is an essential part of the NICE SmartCenter? family of best-in-class solutions for contact centers and enterprises. NICE Perform provides liability recording, Quality Management, interaction analytics, regulatory compliance, coaching and customer feedback solutions in all kinds of telephony environments (including VoIP), and in unified or distributed centers.

NICE Perform extracts the value hidden within customer interactions, and provides enterprise decision makers, contact center managers and agents with powerful insights into their customer base, thus enabling them to take action and drive performance across the organization.

NICE Perform gives companies the tools to do what was previously impossible - to create insight from interactions. NICE Perform technology means:
• Lower storage costs
• More cost effective interaction-capturing platform
• Retention rules ensuring that all organizations can benefit from recording all of the interactions without requiring major investment.

Extracting Information
NICE Perform provides efficient ways to extract information, analyze and visualize it in a graphically effective manner, so that all units in the organization can use it to create insights and improve overall business performance. This information is gathered through:
• Sophisticated mining rules
• Analysis engines
• Call flow events
• Agent screen-activity
• Customer surveys

Nice Multi Dimensional Analytics

NICE's advanced solutions manage the interactions that convey customer intent.

By implementing NICE Perform?, the contact center and the enterprise can utilize interactions to provide advanced insights concerning the challenges and opportunities facing the organization and its staff.

NICE's wide range of query criteria and visualization capabilities help users reach the root of the business issues quickly and efficiently, by means of interaction analytics tools such as audio analysis, screen agent analysis (ScreenSenseTM) analysis of advanced call-flow events, Customer FeedbackTM, and user business data.

Using NICE Perform? provides the contact center with advanced insights and major benefits:
• Rapid identification of potential challenges, improved performance.
• Simple, effective measurement of retention rates providing better understanding of the reasons behind them.
• Improved insights into how customers view the enterprise, better anticipation of customer expectations and intent.

Every enterprise can benefit from the business insights NICE Perform? generates from interactions, and use them to drive performance throughout the company.

User Case Example
Driving Business in a Collections call center
A major credit collection call center sought new ways to maximize agent productivity and increase dollars collected, while ensuring a high level of service. The company used a combination of NICE Perform’s speech analytics and coaching too guarantee that agents were asking the right questions (For example by coaching agents to ask for “pay by phone”) and to improve their negotiating skills when securing customers’ promise to pay. The company also focused on identifying dissatisfied customers by spotting calls containing specific phrases or high emotion levels, and acting immediately to regain customer loyalty. Collection rates increased while employee turnover decreased following higher job satisfaction.

2. IEX TotalView
The IEX TotalView Workforce Management system lets contact centers forecast accurately, schedule efficiently and plan effectively. IEX TotalView delivers right-time information on changes in staffing levels, contact volumes and handling times as they occur, letting contact centers act quickly and effectively to address them. It automates time-consuming and labor-intensive forecasting and schedule management processes while providing visibility into operations to improve the way the business performs

3. Performix
Performix Performance Management provides users with a unified view of employee performance data and analysis, so that managers can align individual and corporate goals and directly impact future behavior. Managers can quickly drill down/up and perform root cause analysis. Interactive dashboards are personalized for specific roles and responsibilities – from agent to executive. Performix
incorporates performance reporting, management and optimization, enabling performance management best practices in the contact center and across the enterprise

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