NICE Desktop Analytics vs. SmartFocus, now part of Actito

The area I found it best suited is when you need to be able to see the actions being taken on a computer. In a business setting, we found this to be when an individual was helping our customers. NICE Desktop Analytics integrated into our phone software which would only record when they were actively on a call. This means we didn’t have to monitor all the time but more when the agent was performing their tasks.

Incentivized

Before we used SmartFocus we had a simple bespoke drag and drop builder, where we could add as many "templates" as we wanted. In SmartFocus, the drag and drop builder is smoother and better, but you can't add your own templates. If you are happy with the provided templates, then building newsletters will be really good experience.

Incentivized

• Captures screen video
• Filters according to rules set
• Works well with excel to create reports

Incentivized

• Push newsletters to customers
• Managing campaigns
• Drag and drop builder

Incentivized

• Out of date display
• Self generated reports
• Better desktop app

Incentivized

• Drag and drop builder
• 2-factor authentication
• Internal integration (the system is too big for an average user what make it hard to use sometimes)
• Image gallery reliability

Incentivized

We need a service where we can have support when necessary and a system that will handle a high amount of campaigns, with the functionality where even a junior member of the team can create a campaign from assets provided by the graphic team. SmartFocus has that.

Incentivized

• Higher QA scores
• Increased customer experience
• Coaching opportunities

Incentivized

• By using Smart Focus we massively cut the cost of creating a new e-mail campaign
• On the other hand, the cost of SmartFocus is much higher than a competitor

Incentivized