Compliance is an area contact centers must keep in keen focus. From PCI DSS and GDPR, to MiFID II, regulations are comprehensive, calling for robust and high-performing contact center solutions capable of crossing t’s and dotting i’s, while ensuring operations are on their P’s and Q’s.
Today, NICE unveiled the NICE Compliance Center, a fully compliant call recording solution for the contact center industry, which brings together end-to-end media encryption, analytics and call recording.
Miki Migdal, president of the NICE Enterprise Product Group explained, “Compliance is one of the top priorities for NICE, as it is an increasingly critical issue across all industries. The NICE Compliance Center empowers organizations to meet regulatory demands, while providing the agility needed to quickly adapt to legislative changes. It combines all of our advanced compliance and security capabilities with our innovative analytics and robust recording platform, enabling contact centers to take the correct actions, when and how they need to.”
Point blank, firms require the ability to capture, retain, identify and retrieve in an omni-channel environment, and do so to strict guidelines. With NICE Compliance Center, all regulatory guidelines are easily put in place by implementing certain performance indicators and interaction analytics. Using robust dashboards, users gain invaluable insight from the captured data. NICE claims to have companies operating in compliance in next-to-no-time; as it is simply a matter of deployment and configuration.
In addition, from a forensics standpoint, in providing an audit trail when nefarious behavior is detected, users can easily investigate and resolve the matter.
Omer Minkara, Industry Analyst for the Aberdeen Group, noted “The impact of omni-channel communications is felt far beyond traditional customer interaction processes. This also affects how companies, including contact centers across the world, ensure compliance with regulatory requirements. The capabilities of the NICE Compliance Center make it easy for users within the enterprise to ensure omni-channel compliance by monitoring issues and addressing them in a timely fashion. Enabling users, such as IT staff, agents and compliance professionals, to manage these processes end-to-end helps increase user productivity and shorten response times in addressing compliance risks in the contact center and in the back office.”
Compliance in the contact center is not optional. Protecting customers keeps customer coming back. What solutions are in your contact center?