NICE has introduced NICE Uptivity, a workforce optimization (WFO) suite of solutions targeted specifically for the small and midsized business (SMB) market.
The modular, integrated suite spans critical contact center functions, including workforce management, call recording, quality management, desktop recording, speech analytics, performance management, and customer satisfaction surveying.
NICE Uptivity supports multiple contact centers and at-home agents and works with a variety of telephony infrastructures, including Cisco, Avaya, ShoreTel, Mitel and others. It also enables an easy transition to inContact cloud contact center solutions and NICE solutions designed for larger enterprises.
"Based on our experience serving thousands of midsized customers in a variety of industries, we understand that midsized companies are every bit as complex as larger enterprises but need to provide a high quality, multichannel service experience with limited capital budget and resources," said NICE inContact president Paul Jarman in a statement. "These companies often lack IT and dedicated WFO staff, and thus require secure solutions that are very easy to implement and use. We've combined inContact's full-featured Uptivity WFO solution with VPI's award-winning business intelligence dashboards and NICE's WFO industry-leading expertise and best-practice processes to make it easy for companies of all sizes to optimize operational efficiency and customer experience."
NICE acquired in Contact in May and Voice Print International (VPI) in March.