NICE quality monitoring solutions for the contact center improve contact center performance and the quality of customer service, increase agent skills, automate quality monitoring processes, and improve supervisor productivity.
The NICE quality monitoring solution provides:
- Capture of customer interactions (voice and screen) across all media (traditional and VoIP calls, agent screens, IVR feedback, email, and Web)
- Total recording for liability, recording on demand, and random selection of calls based on advanced criteria, such as call duration, VDN, and dialed number
- Advanced evaluation form creation, including flexible scoring and various question types
- Advanced reporting capabilities, including over 60 best practice report templates
- Integrated coaching module that delivers coaching packages to the agent desktop
- Clip creation tool that turns any call center interaction into a best practice example and allows creation of voice and screen clips in a matter of minutes
- Flexible, customizable portal giving access to information anytime anywhere
- Solutions using VoIP, traditional telephone, or hybrid communications technologies
NICE contact center solutions are used in a range of market segments from healthcare organizations to insurance, from Telecom organizations to transportation companies, and from retail traders to outsourcing contact centers. They help you provide added value to business users, including sales directors, legal advisors, CTOs, CFOs, CMOs, CEOs, and more, turning the contact center into a key component in your organization's overall performance strategy. Moreover, these solutions give contact centers the resources and skills to extract insight from interactions and use them to drive performance.
NICE provides a range of products for contact centers, as well as for enterprises throughout the business sector.
captures multimedia interactions, analyzes their content to gain insights and presents these insights in a manner, which facilitates efficient decision-making. The power of NICE Perform lies in the unique synergy between its advanced technology components, including recording and audio analysis, and integration with Microsoft .NET client-server technology.
lets agents and supervisors record customer interactions based entirely on what takes place on the agent's desktop. Users can trigger a recording according to a predefined screen event and tag the recording with the event-type (or name) for later analysis. ScreenSense can be easily installed and customized by users.
records calls in segments, which may contain voice, screen, or voice and screen sections, and can be located according to the recording agent. While NiceLog Loggers store voice recordings, NiceScreen Loggers store recorded screens. The NiceCLS Server stores information about each call, such as start time, stop time, location of the recording, and can access complete calls in addition to segments. NiceLog is available for a range of environments, including VoIP.
For more information, please visit http://www.nice.com.
