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The NICE CEM solution consists of NiceLog Loggers for voice recording, a NiceCLS Server for maintaining the calls database and controlling the system, and the NICE applications suite, which can be run from any workstation. The application suite enables users to query and playback recorded calls, evaluate a sample of the calls for quality management, monitor calls in real-time, request recording on demand of current calls, set recording rules for selective recording and more.
Adding NiceScreen loggers enables recording and real-time monitoring of the screens of the agents’ workstations. The NICE Web server provides browser-based access to the NICE applications suite. Local archiving to off-line media is supported by the NiceLog Logger. A NICE Storage centre server offers central archiving by integrating with file servers and enterprise storage solutions.
NICE VoIP Loggers offer a recording solution for IP phones recording, and can be used in collaboration with other Loggers recording the non-VoIP stations. VoIP Loggers don’t require extensive wiring, which easier the installation process and makes the recording less susceptible to wire disconnection.
The NICE VoIP Loggers connect to ports in the network switches that are configured to mirror the IP phones’ transportation. The Loggers filter and record the audio packets sent to and received from the IP addresses of the VoIP phones they were instructed to record. Using packet sniffing for recording VoIP sessions is protected by US Patent 6122665 assigned to NICE.
NICE has integration with virtually every telephony environment. The NiceCLS Server supports a variety
of CTI interfaces for receiving the call events, as well as low-end solutions deriving the call information
from the signaling protocol used between the IP phones and the IP telephony management servers.
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