Screen recording enables contact centres to have a single and complete view of customer interactions. Managers can replay telephone, chat and email-based interactions and view all corresponding agent screen activity to accurately evaluate agent performance. It can be used in conjunction with quality management, interaction analytics and real-time process optimisation tools to deliver insights that enable organisations to comply with regulatory requirements and internal policies, mitigate against the risk of litigation and improve customer satisfaction.
Back Office Applications
Screen recording can also be used to capture and analyse desktop activities of back office employees enabling accurate processing times to be calculated. It is a key part of the NICE Back Office Suite which, when integrated with workforce management, provides real-time and historical insight into employee schedule adherence and desktop application usage. It also helps automate data entry, enforce policies and provide employees with real-time guidance to navigate complex processes.
Screen recording is an integral part of the following solutions:
- NICE Recording eXpress
- NICE Perform eXpress
- NICE Interaction Management
- NICE Compliance Recording
- NICE Back Office Suite