by Richard Snow |
6/6/2008 | Article ID: M08-21 | Article Type: VentanaMonitor
Summary
The technology required to build a multichannel contact center is complex and normally involves integrating disparate systems. Nice Systems provides some of the core components of this technology, among them tools for call recording, quality monitoring and reporting. Through strategic acquisitions and internal development, it now offers as well functionality in workforce management, customer feedback and analytics from call recordings. Its SmartCenter suite offers several key components of the contact center from one supplier. The modules are not fully integrated yet, but Nice is working to complete an integrated package based on a service-oriented architecture (SOA) that customers can purchase as a unit, as well as offering the components as standalone products.
Assessment
Nice Systems has built a suite of products that it now markets under the brand name SmartCenter. It includes three main components: Nice Perform, the original Nice platform for call recording and quality monitoring; IEX TotalView, which was acquired and supports agent workforce management; and Performix, which also was acquired to support call center performance management. The company said in 2007 that these products would be brought together in an open service-oriented architecture that would allow users far greater flexibility. Nice has made progress toward this goal but has yet to fully integrate all the products.
Currently, the user interface has been modified for several but not all of the components, giving users a much friendlier and easier to use interface. The main area of functional integration so far relate to agent scheduling, quality monitoring and training. Together they enable companies to identify training needs and automatically schedule contact center agents for specific training classes online or in a classroom. This capability makes it easier for management to be sure agents receive relevant training and to synchronize when they receive it with operational requirements. Nice has developed the modules as Web services in an SOA architecture. Centralized administration features make it easier to set up and run the system.
The full suite of products covers several key functions of a contact center: recording of calls and desktop usage; speech analytics that extend from spotting words and phrases to detecting emotions; management and monitoring of agent scheduling; quality monitoring of agent performance; training and coaching; customer feedback management; and performance reporting, monitoring and analysis. These can be purchased as a full suite or individually for use with other products the customer already has.
Market Impact
The contact center remains a complex technical environment in which companies must integrate core voice and data communications, performance management applications and back-office applications. SmartCenter gives companies the option of buying at least some of the contact center components as an integrated suite that also includes integration points to communication platforms and back-office applications. For companies with large centers, Nice competes with Verint Systems, which also through development and acquisitions has built a portfolio of products that cover almost exactly the same range of functionality. As these two compete at the top end of the market, we think them likely to make more acquisitions and further enhance functionality and integration between existing components.
In the small-to-midsize range of contact centers they both face competition from vendors such as Envision. These companies cover some but not all of the same functionality but may be more affordable for smaller operations.
Recommendation
Building a contact center from scratch or upgrading an existing architecture involves trying to harmonize a variety of technologies and systems, which can be time-consuming, expensive and risky. SmartCenter offers an opportunity for companies starting from scratch to purchase some of the core comments as an integrated package. For companies upgrading, it is possible to purchase some of the components and integrate them into an existing architecture. Each of the SmartCenter products themselves is among the leading products of its type; Ventana Research believes that either as standalone products or in combination they are an option companies should consider as they evaluate how to improve their contact center operations.
About Ventana Research
Related Research Notes:
Customer Performance Management Research Agenda for 2008
Customer Experience Management Can Refocus Contact Centers
Customer Experience Management Technology
Printer friendly version
Email this article
Send feedback to editor
