SME Call Recording
NICE Perform SMB
NICE Perform SMB provides economical yet sophisticated call recording and quality monitoring functionality for those small to medium sized businesses recording up to 100 channels.
NICE Perform SMB
NICE Perform SMB provides economical yet sophisticated call recording and quality monitoring functionality for those small to medium sized businesses recording up to 100 channels.
Providing high quality, top grade applications and advanced quality management tools it is based on market leading NICE Perform architecture.
Available in both VoIP and TDM configurations it provides total recording of all interactions on a highly reliable platform.
Key Features
- Fast and intuitive web-based query and playback tools - provides managers with customer interaction data and the ability to generate a variety of reports
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Forms designer - for easy creation of evaluation forms, includes online forms to evaluate agent performance, customisable drop down lists, user definable scoring and weighting formulas and detailed forms for skills-based routing
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Agent Screen Recording – alongside call recordings can be attached to completed evaluations and scores from different evaluators, collated and compared
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Search and playback – Supervisors can quickly locate calls using more than 100 search criteria to playback calls over the LAN
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Integrated Report Generator – creates a wide range of reports and graphs for automatic distribution via email
- Total recording of all interactions - provides improved risk management and compliance assurance and all calls are captured in accordance with regulatory and company retention policies
Key Benefits
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Easy to install and maintain and has low Total Cost of Ownership (TCO)
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Provides smaller organisations with the ability to monitor and improve customer experience, previously only available to larger contact centre environments
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Has a structure growth path ensuring easy economical expansion as business grows
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The architecture offers flexibility with the ability to add-on applications
- Provides a privilege and audit trail mechanism to track activities in the system
NICE Perform SMB is a cost effective solution for those organisations seeking to improve productivity whilst achieving better agent performance and rapid return on investment (ROI). The advanced quality monitoring application has been designed to increase customer satisfaction and improve the overall customer experience.
