Real-Time Solution Migrates to the Cloud

NICE Systems has migrated its Real-Time Activity Monitoring offering to the cloud.

The cloud-based solution will help support improved scalability and performance across contact centre and back-office operations.

The latest version of Real-Time Activity Monitoring (RTAM) also supports data input from a much larger number of agent desktops. The new infrastructure will help large-scale operations boost customer service.

RTAM helps identify time-saving opportunities by uncovering process bottlenecks and inefficiencies in agent desktop activities. With these insights, certain processes can be automated to reduce handle time and mistakes. Managers can also identify top performing employees and replicate their actions as team best practices.

The new release of RTAM is part of a set of enhanced capabilities for the company’s real-time suite of solutions, including:

• Improved security and user authentication across the platform
• Improved monitoring and alarming for NICE Robotic Automation
• Better connectivity using a new Chrome connector for the latest API
• Out-of-the-box callout templates for quicker time to value

“We expect that our cloud-based RTAM offering will meet the growing market demand for SaaS and hosted technologies,” said Miki Migdal, President of NICE Enterprise Product Group. “With the current set of enhancements to our real-time suite of solutions, organizations will be in a better position to create the perfect experience for their customers by optimizing all of the processes that take place in the ‘background’ of every interaction and ensuring that employees are engaged and ready for every interaction.”

For more information about NICE Systems, visit their website.