NICE and Avaya Extend Global Alliance
RA'ANANA, Israel and BASKING RIDGE, N.J. - NICE Systems Ltd. (NASDAQ: NICE) and Avaya Inc. (NYSE: AV) expanded their global relationship to encompass the distribution of workforce management software from IEX Corporation, a subsidiary of NICE. The decision to extend the long-term distribution agreement between NICE and Avaya to include the IEX® TotalView® Workforce Management system is based upon the companies' shared vision for delivering a suite of applications that address the spectrum of contact center business issues - from operational to strategic.
Mutual contact center customers such as Eskom Holdings Ltd. of South Africa, a power producer, are using IEX workforce management software in conjunction with Avaya intelligent routing technology.
"The IEX workforce management system has supplied us with a strong staff planning foundation while helping us maximize our Avaya call routing technology investments," said Eskom corporate specialist of customer service Kevin von Berg. The integrated contact routing simulation capabilities developed by IEX, in collaboration with Avaya, have enabled Eskom to improve the accuracy of calculated staffing requirements and multiskilled agent efficiencies. TotalView will also play a vital role in staff planning and control based on automatic call distribution (ACD) and network routing rules in Eskom's newly rolled-out VoIP-based Virtual Contact Center configuration.
NICE also is a Premier member of the Avaya DeveloperConnection program - an initiative to promote the development, compliance-testing and co-marketing of third-party products that are compatible with standards-based Avaya solutions.
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