Skip to main content
NICE Perform Call Recording

NICE Perform

The next generation of business transaction recording offering advanced analytics linking recordings to other relevant data held within the business...

NICE Perform Call RecordingNice Perform offers traditional call recording, call searching, call scoring and management reporting facilities but goes a step further allowing managers to analyse data at a strategic level alongside other relevant information contained in the business.

Nice Perform brings together all the experience of Nice’s award winning high capacity, high quality recording solutions.

What is NICE Perform used for?

  • Improving call quality management
  • To strengthen customer loyalty
  • For understanding customer intent and behaviour
  • To analyse campaign awareness and effectiveness
  • For maximising cross and up-selling opportunities
  • To gather market information on products and services
  • For collecting market information on competitors
  • Ensuring compliance and reduce risk
  • To review and refine business processes

Advanced Analysis/Reporting

  • By searching for ‘keywords’ inside calls, the organisation can extrapolate information from call recordings, for example
    • Competitor keyword search can aid market analysis
    • Customer complaints investigative work can analyse calls with high emotion scorings or words commonly used during complaints
    • Marketing can analyse market responses to particular products by listening to call recordings with certain product names mentioned
  • Call flow analysis looks at the customer experience, indicating “on holds” or “transfers
  • For understanding customer intent and behaviour
  • Fully customisable reports with state of the art visualisation techniques enable analysts and executives to quickly and easily identify trends and take immediate action

NICE Perform for Quality Monitoring

NICE Perform provides:

  • Total call recording for liability, voice recording on demand and random selection of calls based on advanced criteria (such as call duration, VDN,dialled number)
  • Advanced agent evaluation form creation including flexible scoring and various question types
  • Advanced reporting, including over 60 best practice report templates
  • Integrated coaching module that delivers agent coaching packages to the desktop

The Technology

Architecture
NICE Perform integrates with Microsoft .NET client-server technology, which utilizes NICE Perform's smart client installed on the desktop and communicating with the central server for rapid system integration. This technology reduces overheads, improves response time and eases the installation of updates and new versions.

Multi-media Call Recording
Recording is available for VoIP, traditional telephone or hybrid communications technologies. Customer interactions can be captured (voice and screen) across all media (traditional and VoIP calls, agent screens, IVR feedback, email and Web).

Web-based Applications
NICE Perform utilises the power of the Internet allowing organisations to manage their systems, access voice recordings and run reports from web-based applications. The customisable portal allows access via the web to information anytime anywhere.

Recommended Call Recording Upgrades

If you think it’s time to upgrade your NICE Perform call recording software and you are looking for a solution that complies with regulations, monitors quality of service and uncovers business insight through recorded calls then there are three call recording products worth considering as follows;

NICE Call Recording
Vocal Wordwatch 
Red Box Quantify