nice systems ltd.

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Internet registrar Go Daddy deploys a "NICE" VoIP analytics solution

You may have heard of Internet registrar and hosting service Go Daddy. We're talking more than 27 million Internet domains under management. With all of these accounts, you could accurately expect Go Daddy to receive a significant amount of customer calls per day. Stuff like, "how...

Tags: Customer Service, VoIP, Analytics, NICE Systems Ltd., Financial Planning, Internet, Customer Relationship Management (CRM), Call Centers, Product Marketing, Finance, Enterprise Software, Software, It Operations, Marketing, Russell Shaw

Blog posts 2008-02-20

Achieving Service Excellence With Workforce Management

Faced with fierce competition, organizations must be able to quickly anticipate needs and dynamically adjust service goals to meet expectations. Customers are looking for three things when they call - to be helped promptly, knowledgeably and passionately. Staffing level constraints are not accepted as a valid excuse for missing service...

Tags: Staffing, NICE Systems Ltd., Change Management, Recruitment & Selection, Workforce Management, Tools & Techniques, Management, Human Resources

White papers 2006-02-20

NICE Systems Case Study: Bank of America

The Bank of America contact center infrastructure is 10,000 agents strong with 33 sites that handle a combined 78 million calls annually. Earlier, the bank sites used a combination of automated workforce management systems and manual processes. The workforce management structure was not leading to the results that they needed...

Tags: Bank, Bank Of America Corp., NICE Systems Ltd., Bank Of America Contact Center Infrastructure, Recruitment & Selection, Workforce Management, Human Resources

Case studies

NICE Systems Case Study: Vertex Data Science

With a proven history of providing highly efficient outsourcing solutions for companies such as, Marks and Spencer, Vodafone, Westminster City Council, United Utilities and Lastminute.com Vertex recognises the importance of maintaining high efficiency levels in their contact centre operations. With 2,500 agents spread across seven sites using the TotalView system,...

Tags: Agent, NICE Systems Ltd., Recruitment & Selection, Workforce Management, Real Estate, Human Resources, Business Operations

Case studies

NICE Systems Case Study: Alabama Power

Alabama Power is an investor-owned electric utility that serves 1.3 million Alabama homes, businesses and industries. Alabama Power was on a quest to increase customer satisfaction and employee value. Scheduling was a manual, labor-intensive process performed by staffing teams. Forecasting was unpredictable and inaccurate - and it was difficult to...

Tags: Contact Center, NICE Systems Ltd., Alabama Power, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software

Case studies

NICE Systems Case Study: Electric Utility

One of the nation's largest distributors of natural gas in the United States uses the TotalView Workforce Management system from IEX Corporation to ensure its customer service operations run efficiently and are effectively managed. The utility uses the TotalView system's forecasting capabilities to develop schedules aligned with staffing requirements. The...

Tags: Utility, NICE Systems Ltd., Sales Force Management, Product Marketing, Customer Relationship Management (CRM), Sales, Marketing, Enterprise Software, Software

Case studies

NICE Systems Case Study: Georgia Power

A top priority of Georgia Power, a unit of the Southern Company, is taking good care of its customers, keeping reliability high and power rates low. Finding ways to control costs in its contact centers, while maintaining high levels of customer service, is a key component in this strategy. Georgia...

Tags: NICE Systems Ltd., Southern Co., Recruitment & Selection, Workforce Management, Human Resources

Case studies

NICE Systems Case Study: State Highway Toll Authority

This electronic toll collection agency, operating on behalf of the State Highway Authority, uses the TotalView Workforce Management system from IEX Corporation to ensure its contact centers run efficiently and are effectively staffed. TotalView has helped them realize a higher level of operational efficiency and effectiveness. Using TotalView, the agency...

Tags: NICE Systems Ltd., TotalView, Real Estate, Advertising & Promotion, Call Centers, Business Operations, Marketing, It Operations

Case studies

NICE Systems Case Study: Carlson Hospitality Worldwide

Carlson Hospitality Worldwide CHW spans 82 countries encompassing more than 1,695 hotels, resorts and restaurants as well as cruise ship operations. Being in the travel industry, CHW is severely impacted by external factors such as the economy, politics and weather. To quickly adapt to these shifting market dynamics, CHW uses...

Tags: NICE Systems Ltd., Recruitment & Selection, Workforce Management, Human Resources

Case studies

NICE Systems Case Study: Tupperware

Tupperware Corporation is one of the world's leading direct sellers, supplying premium food storage, preparation and serving items to consumers in more than 100 countries through its Tupperware brand. Tupperware's contact center, based in Orlando, Florida, previously used Excel spreadsheets to schedule its workforce. The manual process was time consuming...

Tags: Contact Center, NICE Systems Ltd., Tupperware Corp., TotalView, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software

Case studies

Combining Transactional Analytics With Insight From Interactions: A New Approach to Improving Customer Retention Models

If organizations could incorporate insight from the millions of spoken customer interactions that they receive in their contact centers, they would greatly improve the accuracy of their predictive models, be able to identify the customers who show a high risk of defection much earlier, and treat them immediately. By turning...

Tags: Analytics, Customer Interaction, NICE Systems Ltd., Financial Planning, Finance

White papers

Skill-Based Routing and Multi-Skill Scheduling

Skills Based Routing SBR and multiskill scheduling can make even the most seasoned contact center professional cringe. There have been many instances where SBR and multiskill scheduling has been perceived as 'Too complicated,' 'Hard to manage', and even 'More trouble than its worth'. Over the years, the technology supporting SBR...

Tags: NICE Systems Ltd., Call Centers, Strategy, Customer Relationship Management (CRM), It Operations, Management, Enterprise Software, Software

Webcasts

Precision Monitoring - A New Trend in Quality Management

In today's competitive marketplace, contact center managers constantly struggle to track, understand & manage performance. Although an automated monitoring program goes a long way to improve contact center performance, many have found that assessing agent performance based on a random sample of calls lacks the precision necessary to manage specific...

Tags: Performance, Agent, Quality Management, Monitoring, Contact Center, NICE Systems Ltd., Call Centers, Real Estate, Customer Relationship Management (CRM), Quality, Performance Management, It Operations, Business Operations, Enterprise Software, Software, Human Resources, Workforce Management

Webcasts

Additional Resources

2009 Ford Flex LTD AWD

Boxy is in, according to Ford, anyway, as the 2009 Ford Flex looks like an '80s Volvo that swallowed a 2005 Scion xB. Ford considers the Flex a crossover, although station wagon more immediately comes to mind. But unlike a station wagon, the Flex isn't a sedan that lacks a...

Tags: Digital media, Digital music, Moby, Ford Motor Co., bass, lossless track

Product reviews 2008-11-18

Microsoft-Novell: What a long, strange year it's been

Microsoft-Novell: What a long, strange year it's beenVERDICT: Microsoft's cynical patent FUD campaign is a DISMAL FAILURE.Let's be honest here. Microsoft doesn't want to "interoperate" with Linux. Microsoft wants to EMBRACE AND DESTROY Linux. Fortunately, as is often the case when Microsoft gives the "bear hug of death" and then...

Tags: OPEN SOURCE, Operating systems, IT Consulting, Microsoft Corp., Linux Distro, Linux, Novell Inc., FUD, patent

Discussion threads 2007-11-08

Two very different VoIP platforms. One company (Microsoft). Will the two ever meet?

Under the headline Microsoft unveils VoIP-enabled phone platform, WindowsForDevices.com has a story about the hardware coming to market thats uses Microsofts Windows XP Embedded-based "Response Point." According to the post:Microsoft last week unveiled a VoIP-enabled phone system software platform based on Windows XP Embedded. "Response Point," currently in beta,...

Tags: Telephony, Software Infrastructure, IT Management, Hardware Infrastructure, General

Blog posts 2007-04-02

Garmin Zumo 550

When we reviewed the TomTom Rider last year, I was a happy camper on two wheels. With the release of the Garmin Zumo 550, I'm a really happy camper on two or four wheels. As the only two motorcycle-specific portable navigation systems, it's hard not to compare them. Though the...

Tags: Garmin Ltd., Garmin Zumo, Garmin Zumo 550, motorcycle, mount, TomTom Rider

Product reviews 2007-02-21

Former CA chief gets 12 years in prison

Former CA chief gets 12 years in prisonAbout time we see some justice from the U.S. judicial system!Now it's time to prosecute Bill Gates again for his crimes against humanity. This time however Bill should do life in prison without parole and all of his personal and Biz assets derived...

Tags: Now IT

Discussion threads 2006-11-02

Software glitch stalls some Toyota hybrids

Software glitch stalls some Toyota hybridsPlease reboot your carHave they applied SP2 yet?The old daysBack in the old day I used to do automotive work. Guys this is nothing new. I can't tell you how many times I've had to update the software in a GM computer by replace a...

Tags: Microsoft Windows XP Service Pack 2, software, priu, Ford Escape Hybrid, Toyota Hybrid, Toyota Motor Corp.

Discussion threads 2005-10-14

CRM competition in the time of open source

CRM competition in the time of open sourceSwitching cost low for small businessI see very little risk for a small business using open source CRM. CRM is a nice to have, not a must have and it's generally not mission critical. Small companies will do little to no...

Tags: Customer relationship management (CRM), Advertising & Promotion, open source, CRM, SugarCRM

Discussion threads 2005-09-01