Contact Center Interaction Recording

The Most Comprehensive Solution for Capturing Customer Interactions

NICE Interaction Management delivers the most comprehensive contact center recording capabilities, providing organizations operational flexibility and system resiliency while maintaining low total cost of ownership. It enables organizations to record interactions and then generate valuable business insight through interaction analytics and call center quality monitoring solutions.
Every day, thousands of organizations across the globe rely on NICE Interaction Management. Whether they need to capture every interaction for regulatory compliance or record a random sample for quality monitoring purposes,   NICE Interaction Management provides reliable and resilient multi-channel capture for call centers, remote branches and back offices.
 
By capturing, storing and managing customer telephone, chat and email interactions in the form of voice, text and screen activity, NICE Interaction Management enables companies to comply with regulations and internal policies, mitigate risk of litigation, monitor quality of service, and leverage recorded calls to gain business insight.
 
NICE Interaction Management may be deployed as a standalone product or fully integrated within the NICE Customer Interaction Management offering, enhancing your organization’s ability to gain significant value by optimizing operational processes and improving customer experience at the Decisive Moment™ of the interaction.
 

NICE Interaction Management delivers:

 
  • Low total cost of ownership by centralizing capabilities and providing an open architecture and support for multi-site organizations including data centers, branches and home-based employee locations.

 

  • Compliance with the latest industry regulations (e.g. Dodd-Frank, PCI-DSS, HIPPA, MIPPA) through data protection, retention and business continuity capabilities.

 

  • Support for all types of recording needs whether all calls must be recorded or only on an interaction-based, random or on-demand basis.

 

NICE’s contact center interaction recording enables organizations from a variety of industries to:

 
  • Ensure 100% call recording for regulatory compliance or random recording for quality monitoring purposes
  • Minimize exposure to costly disputes and claims
  • Maintain an audit trail of verbal commitments
  • Prevent discrepancies and errors
  • Detect and prevent fraud
NICE Interaction Management offers reliable and resilient call recording, providing the ability to capture, store and maintain customer interactions such as telephone, chat and email conversations in the form of voice, text and screen activity. Additional capabilities include:
 
  • Support for VoIP, TDM and hybrid telephony environments
  • Flexible recording rules and call archiving
  • Scalable architecture to easily adapt to growing call recording capacity needs
  • Comprehensive redundancy and disaster recovery capabilities to ensure business continuity 
  • Transparent access to interaction recordings from any location
  • Data security through end-to-end media encryption, authentication and server hardening
  • Support for server and client virtualization