A single interaction can generate a myriad of information. This may include call-specific content, agent evaluation, current transaction details, screen activity, past transactions, related cases, information about the products or services involved, and much more. Organisations are under increasing pressure to store and retrieve all this information safely and simply, whether for regulatory compliance purposes or for quality improvement.

This growing demand for advanced data capture and storage capabilities is playing a major role in increasing the number of archiving methods required. Choosing the appropriate storage method is one significant issue; another is the ongoing demand for flexible data management, which is required to utilise archived data for future needs and to manage the data lifecycle.

Because every organisation is different, NICE provides a vast array of storage options to let customers choose the solution that is right for their particular needs.

NICE Storage Center provides a comprehensive set of options that address the varying needs of different organisations, and lets users manage and administer their archiving and retrieval needs for all their captured data. NICE Storage Center archives captured activities taking place in the contact centre, trading floor or public safety environments, while leveraging existing storage investments and protecting the organisations’ assets.

Today’s trading floors are facing stricter compliance regulations, affecting both systems and processes. Telephone conversations on the trading floor are recorded for reasons of compliance with regulations, and also as a means of liability protection in cases of customer dispute. More attention is now required to ensure that the audio archives which store all these recordings are well protected, and that access to call recordings is both monitored and audited. The NICE Playback Organiser was specifically designed to comply with strict security requirements while still providing fast access to the audio archives via an easy to operate process.

NICE Playback Organiser is a browser-based application that provides an auditable workflow process for replaying calls. The application makes it easy for individual traders and other front- and back-office staff to find interactions of interest and then replay them directly from their own desktop once they have the approval of their desk managers and compliance officers. The approval workflow can be customised to match each site’s specific approval requirements, facilitating communication between traders, desk managers and compliance officers and ensuring that each playback request is reviewed and properly approved before calls are made available for replay.

Branch Extensions Logger: The branch is back!

With clients seeking personalised service, the branch increasingly becomes a focal point for customer interactions. Organisations are looking to capture these interactions to better understand customer and market dynamics. Regulations also drive the need to record interactions even at the branch level.

Branch Extensions Logger is a cost effective logger designed to best fit recording of TDM extensions of branches. The logger is located in the branch and connected to the NICE Perform Data Centre.

NiceCall Focus is a single-box, full-featured, voice-recording solution designed to meet the needs of small to medium organisations. Utilising advanced PCI technology, NiceCall Focus III provides a range of sophisticated applications and solutions for single and multi-site enterprises in the financial, contact centre and public safety markets.

NiceCall Focus lll offers public sector organisations a range of unique advantages, including a recording system that can be easily operated by non-technical users functioning in a mission-critical environment. NiceCall Focus lll enables advanced scenario reconstruction with the synchronised playback of multiple channels, providing new possibilities for fully understanding the chain of events and rapidly creating evidence recordings. And all this in an easily installed, space-saving, single box.

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.

• Complete - Analyse 100% of audio in a cost-effective way
• Context - Understand which side said what, emotional state, talk-over analysis
• Categorisation - Automatically segment and trend calls for fast insights
• Cause - Get to the core reasons why things happen using ClearSight
• Combination - Add other interaction elements (screen content, CTI events, etc)
• Consultative - Interaction Analytics thought leadership, subject-matter expertise

Business success depends on making the right decision at the right time. Decisions are based on a wide variety of information - industry reports, customer satisfaction surveys, random call recordings, even intuition and gut feelings.

Organisations are often missing the plain hard facts. NICE Perform Interaction Analytics delivers quantifiable, accurate and immediate business insight that improves decision-making and drives better performance.

Analysing contact centre interaction data empowers organisations to meet short-term objectives such as improving First Call Resolution and reducing Average Handle Time, as well as strategic goals such as predicting customer churn, increasing customer loyalty and satisfaction, and increasing marketing campaign effectiveness.

Key Benefits

• Automatically analyse every captured interaction
• Base business decisions on quantifiable, accurate information
• Identify customers at risk in real-time
• Expose root cause for customer dissatisfaction
• Decrease the number of repeat callers
• Reduce Average Handle Time (AHT)
• Uncover and eliminate compliance issues