Presence Technology and NICE Systems partner to provide the most robust and flexible WFO ecosystem in the market

The Pathway to Profitability for your Contact Center

Monday, 28 March 2011 00:00

This alliance enables each company to enhance the services and solutions that they are currently offering in the market

Presence Technology, a worldwide software provider of all-in-one solutions for Contact Centers, and NICE Systems, the worldwide leader in real time interaction recording and analysis, have signed a strategic agreement to offer customers the most flexible and scalable workforce optimization solution in the market to date – one that truly provides Serious Impact to a clients’ bottom line.
This agreement will enable NICE Systems to expand its offering to include a multi-channel contact center solution that is compatible with any PBX. Subsequently, the Presence suite is enhanced through its integration with the NICE quality management, workforce management and analytics solutions. The result of this partnership is a fully integrated and best-of-breed ecosystem that addresses the entire customer service lifecycle; from capturing customer interactions to real-time analysis that reveal insights to providing clients with the tools and information so that they can take action to create impact.

The benefit to clients with the integration of these two highly rated solutions extends to Social Media. NICE and Presence clients and prospects will now not only be able to capture and integrate social media interactions that will be delivered to the Contact Center (provided by Presence Social Media), but also offers real time monitoring and analysis of these interactions (provided by NICE Interaction Analytics). This information coupled with these prior capabilities will enable clients to launch targeted campaigns in real time to improve service levels, address customer concerns, or promote new products.

According to Araceli Aranda, CEO of Presence Technology, “we are very pleased to have signed this agreement with a company of the caliber of NICE Systems. It is a synergistic partnership in which both companies share a similar vision for where the technology and market is heading. This union has resulted in a complete and integrated offering that we can take to new markets and satisfies the needs of any company that is specializing in customer service.”

“This collaboration with a visionary company like Presence Technology is allowing us to offer our marketplace an integrated and complete solution for Contact Centers that completely and immediately satisfies their needs,” says Asis Angolotti, Sales Director, Southern Europe for NICE Systems. Furthermore, he emphasizes, that this union provides clients with “complete, flexible and simple solutions to satisfy the specific needs of each customer.”

About Presence Technology
Presence Technology is a European software company specializing in advanced productivity solutions for the Contact Center. Since 2000, its software solutions have been helping clients to optimize their processes while increasing the efficiency of the interactions between companies and their customers. Featuring a highly-qualified team of subject matter experts, along with its network of strategic partners, the company has assisted its clients across Europe, South America, Africa and the U.S. to take their centers to the next level.
For additional information, please visit www.presenceco.com

About NICE
NICE Systems (NASDAQ: NICE), is the worldwide leader of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
For more information, please visit www.nice.com