Contact Center Solutions Featured Article

Contact center solutions provider Nice Systems -- parent company of workforce management solutions provider IEX Corporation -- announced today that it has signed a $4 million contract with an unnamed major U.S. bank.


The bank will migrate to the NICE SmartCenter suite of contact center applications from its current platform in order to improve its operations and customer service. In addition, the system, with its advanced call recording capabilities, will help the bank more easily meet compliance regulations.

According to a press release, the bank, which acquired another bank last year as part of consolidation in the financial services sector, will deploy NICE SmartCenter at two additional VoIP contact centers with thousands of agents. The migration is being carried out as the bank consolidates is data center operations.
 
As a result of the deployment, the bank, which handles millions of calls per year, will gain centralized administration of all its contact center operations – as well as greater scalability to handle increased call volume.

This deployment includes NICE’s call recording and quality assurance solutions, but it could also optionally include IEX’s advanced workforce management software. Having this WFM software centralized means the bank would have even better control over the scheduling of contact center agents, across all contact center locations, as well as improved forecasting capabilities which will enable it to forecast call volume and schedule agents appropriately (including the accurate scheduling of agents based on skill set).

 

The global bank will also add NICE Interaction Recording and NICE Quality Management at the acquired bank’s offices as well.

NICE Systems made news earlier this month when it announced that it had received follow up orders from Cherokee Nation Entertainment, or “CNE,” for its NiceVision video surveillance solution.