NICE Systems has unveiled a Contact Center Video Recording offering. The latest solution integrates NIC’s wide-ranging instantaneous audio capture proficiency with the organization’s knowledge in video surveillance for protection. Organizations can now use the solution to track and improve the quality of service delivered through video-enabled contact centers, thereby offering an outstanding customer experience.
NICE has further extended its multi-channel offering for enterprises with the latest release. As per Gartner, an improved and more custom-designed experience in particular industries like financial services, telecommunications and healthcare can be delivered by real-time visual communications. Organizations in these verticals can now expand their geographic presence and agent availability with the help of video-enabled contact centers, thereby eliminating the requirement for additional service employees.
Organization can now track agent performance nonstop using NICE Video Recording. As quality tracking is done for both audio and visual recordings, organizations can not only properly comprehend the conversation with a customer but also gain insights into the body language of the agent and the customer. A customer’s content or discontent with the interaction or transaction can be determined using these visual indications. Apart from decreasing the total expense of ownership, the incorporation of audio and video recording inside a solitary platform ensures easy upgrades and coaching.
In a statement, Yochai Rozenblat, president, the NICE Customer Interactions Group said, "Companies are continuously enhancing their outreach to customers by seeking new channels through which they can better connect and personalize the customer experience. NICE Video Recording is an innovative response to this market need. It helps ensure that companies are delivering the best possible service over multiple interaction channels by providing real-time audio and visual monitoring for quality and compliance purposes."
The solution, compatible with NICE Interaction Management, delivers capabilities for quality tracking, training and assessment. The solution facilitates capturing and incorporation of both video and audio from a video conferencing call between a customer and agent. The solution also offers a playback experience with features like side-by-side playback of agent and customer, concurrent playback of audio, video and images of the agent's screen and segregation of the audio for playback and assessment of either the agent or customer, resulting in improved assessment.