GoResponse Telephone Answering Service Staff

New real-time reporting solution from NICE

Assistant using a headsetNICE Systems, a world leader in enterprise resource solutions, has released a new version of its Real-time Solutions Suite, which is aimed at bringing more scalability and automation to users than ever before. For call centres that use the software, the upgrade means that better optimisation and efficiency can be achieved.

The new release hosts a variety of advanced features, including the ability to automatically read scanned documents and pre-empt connectivity issues with proactive notifications. NICE’s RTS suite currently consists of Real-Time Process Optimisation, Real-Time Activity Monitoring, and Robotic Automation. However, a number of new tools have now been added, including an Optical Character Recognition (OCR) Connector. This has the ability to automatically read scanned documents, virtual screens and PDF files.

Meanwhile, a Real-Time Activity Monitoring Development Kit gives business analysts the tools needed to create various reports using a licensed professional services feature, whilst an actionable dashboard and a robotic workforce monitoring control room are available.

NICE Enterprise Product Group President Miki Migdal said: “We are proud to introduce our new RTS suite, which is based on the success our customers have had with our solutions and developed with a clear understanding of their evolving business needs. Our market leadership position is in great part due to our listening to our customers and our commitment to create flexible, agent-centered WFO solutions that empower employees, particularly Millennials, to deliver exceptional customer service.”

For any telephone answering services that want to optimise their operations and bring more automation and scalability to organisational processes, the latest NICE update could be ideal.

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