Contact Centre
NICE SmartCenter™ Customer Interaction Recording
NICE Smartcenter Customer Interaction Recording provides a dependable, secure and flexible platform for recording, storage and replay requirements.
NICE SmartCenter™ Customer Interaction Recording
NICE Smartcenter Customer Interaction Recording provides a dependable, secure and flexible platform for recording, storage and replay requirements.
With a scalable architecture it supports branch office and home-worker environments regardless of whether they need to record calls for compliance or quality improvement purposes.
Key Features
- Flexible storage, recording and archive rules – to meet specific needs of different divisions
- Supports VoIP, TDM and hybrid telephony environments – ensuring seamless transition during technology migrations
- Provides passive, active and hybrid recording
- Desktop screen activity capture
- Redundancy and high availability options – providing round-the-clock functionality
- Flexible storage, recording and archive rules – to meet specific needs of different divisions
- Powerful security features – with end-to-end media encryption, strong authentication and server hardening for state-of-the-art data security
- Multi-site recording and playback facilities – optimises network resources and enables data center consolidation
Key Benefits
- • Provides transparent and universal access to stored interactions, regardless of where and how they were captured
- • Ensures consistent service across multiple sites and home workers
- • Drives desirable staff behaviour at individual, group and enterprise levels
- • Select interactions for precision monitoring according to business need and priorities
- • Contributes to and enhances customer feedback and interaction analytics results
- • Can be integrated with other NICE Smartcenter modules including quality management, interaction analytics, customer feedback and workforce management to transform the business of customer service into a high performance operation
NICE Interaction Recording technology has already been deployed across hundreds of organisations across the globe enabling them to meet regulatory requirements and support business goals. Customer Interaction Recording is a core component of NICE Smartcenter, designed to deliver raw data to drive business results.
