Scottrade Expands Its Use of NICE SmartCenter

U.S. online investment brokerage firm Scottrade has placed an order for NICE SmartCenter. This expands Scottrade’s NICE environment by adding NICE’s Performance Management and Adaptive Interaction Analytics solutions.

The NICE SmartCenter solutions will be used by associates at Scottrade’s National Service Center, and at its 336 local branch offices that provide support to customers of the company’s online brokerage services. The solution will be implemented in a VoIP environment, and will be deployed together with NICE long-time partner, Avaya.

Scottrade selected NICE SmartCenter with performance management and advanced interaction analytics for its ability to handle the growing complexity of the National Service Center, address key business issues, and provide a better glimpse of the customer service experience at Scottrade for training and quality assurance purposes. With NICE SmartCenter’s performance management and interaction analytics solutions, Scottrade will be able to drive performance on the business, operational and customer service levels.

NICE SmartCenter’s performance management solution provides KPI-based (key performance indicators) management tools for setting performance goals and objectives for employees, and for monitoring them on an ongoing basis using dashboards, scorecards and workflows.  This will help Scottrade improve customer satisfaction and employee performance.  Moreover, the performance management solution will enable Scottrade to create a set of integrated reports for a unified view of their business operations. By linking advanced interaction analytics with customer feedback, Scottrade will be empowered with strategic insights on customer satisfaction levels relating to products and broker-provided service.