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September 06, 2012

AVAYA News - NICE's Customer Interaction Management Solutions Now Compliant with Avaya Contact Center Solutions

By Rachel Ramsey, TMCnet Web Editor

With the proliferation of smart devices and social networks, today’s consumers are far more knowledgeable, connected and influential than ever before. They are contacting organizations in greater volumes, and through a growing number of interaction channels and touch points, demanding ‘now’ service.

NICE’s Customer Interaction Management solutions enable you to capture the opportunity in every interaction and own the ‘Decisive Moment’-the make or break point in a customer interaction. NICE solutions impact customer interactions across all communication channels and touch points, including the contact center, retail branch and back office.

The latest version of NICE’s recording platform, NICE Interaction Management R4.1, is compliant with key contact center solutions from Avaya (News - Alert), a global provider of business collaboration and communication solutions. Avaya provides unified communications, real-time video collaboration, contact center, networking and related services to companies of all sizes around the world.

NICE Interaction Management R4.1 helps businesses record interactions and generates valuable business insight through interaction analytics and call center quality monitoring solutions. The solution is now complaint for compatibility with Avaya Aura Communication Manager 6.0, Avaya Aura Session Manager 6.1, Avaya Aura Application Enablement Services 6.1 and Avaya Aura Contact Center 6.2 in standard and high availability configurations (SIP integration).

“NICE’s latest update to their Interaction Management solution has undergone formalized interoperability testing,” said Eric Rossman, vice president, developer relations, Avaya. “Working with independent technology companies to assess compatibility through the Avaya DevConnect (News - Alert) Program helps us ensure that Avaya customers can confidently upgrade and leverage the latest technologies from Avaya.”

The Integrated Management solutions include compliance recording, workforce optimization, interaction optimization, customer experience and sales effectiveness. Its workforce optimization solutions ensure that frontline representatives are at their best when interacting with customers by measuring, managing and motivating their performance.

As a technology partner in the Avaya DevConnect program, an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network, NICE is eligible to submit products for compliance testing by the Avaya Solution Interoperability and Test Lab. This enables businesses to confidently add best-in-class capabilities to their network without having to replace their existing infrastructure, speeding deployment of new applications and reducing both network complexity and implementation costs.  

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

Edited by Amanda Ciccatelli

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