NICE-Systems (Nasdaq: NICE), which provides multimedia recording solutions, announced today that it had released a new call handling training solution called NICE Learning.
The new solution will deliver individualized, targeted training to an agent's desktop based on evaluations and analysis of call handling skills for recorded customer calls.
NICE said it had signed a joint development agreement with Knowlagent, an e-learning solutions provider based in Alpharetta, Georgia. Knowlagent will provide e-learning features that will be available through the NICE Learning solution.
NICE vice president of corporate marketing Lior Arussy said, “This combined quality management and e-learning system provides the most efficient way to increase agents' skills and improve the overall quality performance of the contact center.''
Knowlagent founder and co-chairman John McIlwaine said, “Now NICE customers can not only identify quality issues but can correct them through prescriptive training that aligns employee performance with company objectives.”
NICE shares closed on Nasdaq on Tuesday at $14.47. In early afternoon trade on Wednesday, the company’s Tel Aviv-listed shares were up 2.6% on a large NIS 3.3 million turnover.
Published by Israel's Business Arena on 16 January, 2002