Frost & Sullivan Analyst and Leading Philippine Outsourcer, eTelecare to Share Best Practices for Maximizing Performance in Contact Centers at NICE Systems' 'Insight for High Performance 2008' Seminar

HONG KONG, March 6 /Xinhua-PRNewswire/ -- NICE Systems organized the "Insight for High Performance 2008" seminar today at Sheraton Towers Hotel in Singapore, a half-day event to feature keynote presentations from Frost & Sullivan industry analyst, Shivaru Shukla and Rick Pusag, Vice President, eTelecare. Mr. Pusag shared best practices for improving overall business performance by deploying advanced contact center solutions.

In addition, seminar attendees also learned the NICE SmartCenter solution for high performance, and NICE's offering for advanced quality management, and other key contact center needs.

Targeting attendees including CEOs, business executives, contact center managers, sales and marketing executives, operations executives, CIOs, CTOs, and technology strategists, the seminar enabled attendees to gain insights into how leading companies tap the overall value of their contact centers, how they align people, processes and technologies around business strategies and goals, how they optimize operational efficiencies, and extract insights from customer interactions to achieve better results.

Using NICE SmartCenter, contact centers are able to gain a single view of their business, improve efficiency, effectiveness and quality of customer service, while better aligning their objectives with the enterprise. Leveraging the synergies of the NICE SmartCenter solutions, including liability recording, quality management, interaction analytics, customer feedback, and workforce and performance management, unified in open SOA-based (Service Oriented Architecture) framework enables contact centers to improve performance at three key levels -- agent, operational, and enterprise.

Furthermore, NICE SmartCenter provides offshore outsourcers a competitive edge in ensuring the highest quality of service to their clients' customers. Since the NICE solution is web-based, outsourcers can enable their clients with cost and time efficient capabilities in monitoring agent skills sets, e.g. courtesy and communication skills, while improving the quality of service their customers are receiving, without actually having to come to the off-shore site.

"We are delighted that senior contact centre executives such as eTelecare's Mr. Pusag took the time to speak at our seminar and shared with us how they are leveraging the latest contact center technologies and solutions to address their organization's most critical needs," commented Doron Ben-Sira, President NICE APAC. "Our seminar was all about empowering organizations and their contact centers with the ability to drive performance, improve operational efficiencies, and drive strategic initiatives -- such improving customer retention and marketing effectiveness."

More information is available at: http://www.nice.com/events/insights2008/ .

Contact:

Rachel Ho

Marketing Director

Tel: +852-9650-5830

Email: Rachel.ho@nice.com