NICE Perform eXpress provides cost-effective liability recording, enabling companies to comply with regulatory requirements while maintaining a low Total Cost of Ownership. It allows businesses to capture and manage customer interactions with a reliable, easy to maintain, all in one solution, which can be deployed on COTS hardware in less than half a day.

Small to medium sites are becoming more and more common in the labour market. Recent studies show that 90% of recent hires are in small to medium sites. As a result, managers are seeking technological solutions to address the unique needs of compliance recording in those sites which are already implemented in large corporations but are too costly for a small to medium site. With NICE Perform eXpress small to medium businesses can benefit from NICE’s sophisticated recording applications for large organisations. An off-the shelf, COTS-based platform, NICE Perform eXpress provides organisations an affordable enterprise-grade solution, which enables businesses to comply with new regulations and new business needs.

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NICE Perform SMB is the ideal solution for small to medium contact centres that require high-quality, top-grade applications and advanced Quality Management tools on a highly-reliable platform, all delivered at an affordable price. NICE Perform SMB provides a recording and quality monitoring solution available in both VoIP and TDM configurations, providing a cost effective solution in any technological environment.

Small-to-medium sized contact centres are rapidly realising that, in order to compete and grow, they need economical yet sophisticated recording solutions that will provide advanced total recording and quality management capabilities. In the past such centres had to compromise between price, capacity, capabilities and quality. Now the new NICE Perform SMB solution is available to meet the requirements of this growing market segment, providing a high-end solution for the small and medium businesses, at a price they can afford.

The state-of-the-art, High Density NiceLog® Logger builds on proven NICE technology used worldwide in contact centres, trading floors, and air traffic control centres, and provides a complete, reliable and robust solution to audio storage problems. Utilizing a new PCI-based architecture, NiceLog provides a future-proof, digital, multimedia recording platform with a wide range of scalable recording solutions.

NiceLog Logger serves as the system voice capture and logging unit. It supports a wide range of telephony interfaces including analogue, digital, E1/T1, BT Megalink and SCSA. The high density NiceLog Logger uses familiar application software, and the user is unaware of which voice capture method is being used. NICE PCI-based architecture allows remarkably high density of recording within a single unit, reducing footprint size and total cost of ownership.

The High Density Logger utilizes NICE’s leading-edge board technology for stereo recording, separating customer and agent voices to make extended audio analysis (including word spotting, emotion detection and talk analysis) possible in a single unit.

IEX TotalView Workforce Management (WFM) software provides a centralised platform for optimising the performance of your contact centre. It helps your centre forecast and plan more accurately and schedule more effectively. It supplies real-time information to let you better manage the performance of your people and your operation. It integrates data seamlessly across your enterprise and automates many time-consuming and labour-intensive processes.

The IEX TotalView Workforce Management system lets contact centres forecast accurately, schedule efficiently and plan effectively. IEX TotalView delivers right-time information on changes in staffing levels, contact volumes and handling times as they occur, letting contact centres act quickly and effectively to address them. It automates time consuming and labour-intensive forecasting and schedule management processes while providing visibility into operations to improve the way the business performs.

NICE SmartCenter Workforce Management features:

• Browser-based access to schedule and performance information
• Flexible, self-adjusting forecasting for accuracy and agility
• Choice of preference or bid-based scheduling
• Continuously updated intraday performance information
• Patented multiskill and multimedia capabilities for complex
• Environments Real-time and historical schedule adherence tracking
• Comprehensive vacation and holiday management
• Automated scheduling of NICE SmartCenter coaching packages
• Outsourcer resource management tools
• Built-in support for single and multisite organisations

NICE Perform is the flagship solution from NICE, providing the most comprehensive solution in the market for the capture and analysis of customer interactions to drive performance in the contact-centre and throughout the enterprise. NICE Perform offers critical business insights through integrated solutions for interaction analytics, quality monitoring, regulatory compliance, liability recording, customer feedback and coaching.

NICE Perform provides:

• In-depth analysis of the causes of contact centre quality problems
• Efficient coaching processes
• Unique cross-media (traditional and VoIP calls, agent screens, IVR feedback, email and Web) capture of customer interactions (voice and screen) for analysis
• Better reports using more than 60 best practice report templates
• Supervisor and agent access to information anytime, anywhere, using a flexible, customisable portal

NICE Perform provides a comprehensive platform for improving service quality, strengthening customer loyalty, maximizing revenue opportunities and ensuring compliance. Multi-dimensional analytics, encompassing a wide variety of sources including speech analysis, screen content, customer feedback, call flow and other business data, enables contact centres to extract business insights hidden within captured interactions. These Insights from Interaction provide enterprise decision makers and contact centre managers with a detailed understanding of employee performance, customer actions and critical business issues ranging from operational to strategic.

Key Benefits

• Bridge the gap between contact centre processes and business initiatives
• Align QM workflows with business goals and KPIs
• Drive desirable agent behavior at agent, group and enterprise levels
• Provide tailored online coaching
• Improve evaluation team productivity and fairness
• Ensure consistent service across sites and home-based agents