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Nice Perform Version 9
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The Concept
The next generation of business transaction recording offering advanced analytics linking recordings to other relevant data held within the business. Nice Perform is designed for use in large enterprises, which record for protection, compliance or for quality monitoring.
Nice 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? |
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Improving quality management |
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To strengthen customer loyalty |
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For understanding customer intent and behaviour |
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To analyse campaign awareness and effectiveness |
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For maximising cross and up-selling opportunities |
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To gather market information on products and services |
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For collecting market information on competitors |
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Ensuring compliance and reduce risk |
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To review and refine business processes |
Advanced Analysis/Reporting |
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By searching for ‘keywords’ inside calls, the organisation can extrapolate information from call recordings, for example |
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Competitor keyword search can aid market analysis |
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Customer complaints investigative work can analyse calls with high emotion scorings or words commonly used during complaints. |
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Marketing can analyse market responses to particular products by listening to calls with certain product names mentioned |
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Call flow analysis looks at the customer experience, indicating “on holds” or “transfers” |
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For understanding customer intent and behaviour |
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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: |
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Total recording for liability, recording on demand and random selection of calls based on advanced criteria (such as call duration, VDN, dialled number) |
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Advanced evaluation form creation including flexible scoring and various question types |
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Advanced reporting, including over 60 best practice report templates |
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Integrated coaching module that delivers coaching packages to the agent 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 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 recordings and run reports from web-based applications. The customisable portal allows access via the web to information anytime anywhere.
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