the worldwide leader of intent-based solutions that extract insight to impact business performance, reduce financial risk and ensure safety and security today announced that NICE SmartCenter solutions will interoperate with Cisco’s three newly announced products: Cisco’s media capture platform, Cisco SocialMiner for social media management, and Cisco’s new web 2.0 collaboration desktop, Cisco Finesse. The new NICE offerings combine Cisco’s solutions with NICE’s Interaction Recording, Quality Management, cross-channel Interaction Analytics, Workforce Management, and Real-time Process Optimization. The offering will be showcased at Cisco’s Annual Collaboration Summit at the Biltmore Hotel in Phoenix, Arizona, on November 16-17, 2010.
John Hernandez, vice president and general manager of the Customer Collaboration Business Unit at Cisco, said, "The time is right to deliver innovative, forward thinking solutions to the market. We are excited that NICE has developed value-added solutions that leverage the foundation of Cisco SocialMiner, Cisco Finesse, and our new media capture platform to address both agent-centric and customer-centric needs.”
Cisco has been a partner of NICE since 2000. NICE is a Cisco Solution Developer and part of the Cisco Developer Network program (CDN). In addition to the new integrations, NICE also interoperates with Cisco Unified Communications Manager and Cisco Unified Contact Center Enterprise.
Cisco’s media capture platform for recording customer interactions will interoperate with NICE SmartCenter solutions for Quality Management, cross-channel Interaction Analytics and Real-time Process Optimization. The solutions will enable Cisco’s contact center customers to leverage the NICE solutions for uncovering customer and business intent and extracting strategic customer insights for delivering a real-time impact on customer interactions and business performance, thereby optimizing their Customer Dynamics.
Cisco SocialMiner enables real-time capture of social media postings, social media campaign management, and routing of posts to appropriate staff for handling. NICE is working towards integrating cross-channel Interaction Analytics for automatic categorization of interactions based on topics and for providing root-cause analyses of customer related issues such as product or service dissatisfaction. This will enable organizations to obtain new insights on how to deliver a positive impact on customer experience and, ultimately, the company’s bottom line.
Eric LeBow, Vice President of Professional Services at Spanlink, a Cisco Authorized Technology Provider Partner and a new NICE partner, said, “Our customers rely on us to deliver compelling communications technology and business solutions that drive consistent and continued customer satisfaction. Our partnerships with Cisco and NICE provide us with the means to address the needs of our customers via reliable, innovative and cost-effective solutions. We’re thrilled with the latest development Cisco has made to its collaboration portfolio, and with how well the NICE solution integrates with Cisco’s.”
Udi Ziv, President of the NICE Enterprise Product Group, said, “We are excited about expanding our relationship with Cisco. As Cisco’s momentum in the contact center space has been accelerating greatly, we are looking forward to providing Cisco’s Customer Collaboration solutions with unmatched capabilities for increasing revenue, enhancing customer experience, improving regulatory compliance, and optimizing contact center operations, thereby optimizing Customer Dynamics.”

CTI論壇報道