Infotech Lead America: NICE Systems has launched its cloud-based Workforce Optimization (WFO) suite.
The new suite – deployed in the cloud — offers Recording, Quality Management, Analytics , Workforce Management, Performance Management, Incentive Compensation Management, and Voice of the Customer.
These solutions are offered as Hosted or as Software as a Service (SaaS) to provide customers greater flexibility, lower upfront costs, and faster implementation.
Yochai Rozenblat, president of the NICE Enterprise Group, said: “We focus on delivering value to our clients by helping them leverage customer interaction data for improved operations and sales. Cloud-based deployment makes it easier and more cost effective for our clients to implement a complete set of advanced WFO solutions.”
DMG Consulting’s 2012-2013 Cloud-Based Contact Center Infrastructure Market Report says the number of cloud-based contact center seats grew by 80.2 percent in 2011, following a 42.4 percent increase in 2010. By the end of 2015 more than 18 percent of contact center seats will be delivered by cloud-based contact center infrastructure providers.
Benefits of NICE’s cloud-based WFO suite:
1) Cloud deployment for contact centers, back offices, branches, and retail is far faster and can be done at a lower up front cost compared to other deployment methods.
2) Customers have easier access to the latest versions of the software.
3) Organizations can focus on business operations rather than monitoring and maintaining enterprise grade software.
4) The cloud WFO suite supports hybrid integrations of on-premise and cloud-based applications.