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NICE Universe

NICE Universe

For organisations looking to monitor more than 100 staff, Business Systems provides this award winning flagship solution designed for use with the NICE Systems recording range...

For organisations looking to monitor more than 100 staff, Business Systems provides NICE Universe, NICE's award winning flagship solution designed for use with the NICE Systems recording range. NICE Universe provides call scoring templates, recording schedules and full analytical reports enabling managers to monitor multiple teams or different marketing campaigns. The web browser-based architecture makes this solution ideal for larger organisations and multi-site operations.

World leading quality management solution for contact centres of more than 100 agents, designed to improve customer relationship management. Built on an open platform, NICE Universe can grow with the call centre, offering modules providing the ability to capture voice calls, email, chat, and screen activity, as well as providing  comprehensive analysis tools to help managers improve performance.

Ideal for large sites or multi-site operations, NICE Universe provides secure remote access to recorded calls via the Internet. Full automation of voice, data and screen capture ensures consistent, regular, quality monitoring across large and difficult-to-manage environments, setting performance benchmarks.
 
NICE Universe enables managers to assess training needs, by listening to calls and simultaneously monitoring screen activity, and to ensure that agents are using CRM software solutions effectively.
 
Business Systems adopts a customer focused, results orientated approach to quality management. As part of the sales process we will provide ROI estimates and when you choose NICE Universe you will automatically be provided with Contact Centre consultancy to help you integrate your new solution with quality assurance practices or to help you establish a programme from scratch.
 
Click here for more information on Contact Centre Consultancy.

Key Features:

  • Playback via phone, speaker, LAN or Internet
  • Choice of multiple recording schedules for voice, screen or data
  • Recording schedules by agent, group, type of call or email, DNIS or CTI
  • Real-time monitoring
  • On screen evaluation forms for calls, CRM software usage, and emails/web transactions with forms designer
  • Locate calls, emails or web chat using 50 different search criteria
  • Integrated reports builder with standard reports and colour graphs
  • ODBC SQL compliant database
  • Emailable recordings save to .WAV or .AVI
  • Comprehensive systems administration to manage users securely

Recommended Call Recording Upgrades  

If you think it’s time to upgrade your NICE Universe 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