Cross-Channel Interaction Recording and Management

Capture Every Customer Interaction

Recording plays an important role for regulatory compliance, quality monitoring and performance improvements in the contact center. The intelligence that can be gathered and analyzed from recorded contact center data can provide a 360 degree view to continually en­hance and optimize your compliance management systems and improve the way you service your customers.

The NICE Engage Platform delivers proven, robust recording to meet diverse interaction-capture needs including:

  • Compliance call recording– Highly resilient, secure platform for financial institutions and contact centers that require continuous interaction recording for regulatory compliance, risk and dispute management purposes
  • Interaction-based recording– Selective interaction recording based on computer telephony integration (CTI) parameters (e.g., DNIS and 1-800 numbers, call direction) and business data (e.g., caller ID)
  • Quality monitoring recording– Random, automated call recording enabling call center managers to assess agent quality of service and leverage business applications for immediate quality improvement
  • On-demand recording– Manual control of call recording in real time when needed

The NICE Engage Platform provides comprehensive call recording technology that adapts easily to the unique operational requirements of any contact center. It supports virtually any telephony environment, including VoIP, SIP, traditional TDM and hybrid networks, enabling a seamless transition during technology migrations as your contact center grows and evolves. It supports thousands of concurrent IP streams in a single platform: capturing, forwarding streams in real time, recording and archiving.

The NICE Engage Platform also captures non-voice interactions such as video, chat and email, and stores them in a single recording platform for ensuring regulatory adherence and standardized workforce optimization processes across multiple channels.

Enterprise-grade management and low total cost of ownership

  • Central, cost-effective management of multi-site environments with central user administration, reporting, playback and querying
  • Enterprise scalability for all sizes and types of environments including consolidated data center and hub-and-spoke IT architectures, multi-channel text interaction recording of chat, email, SMS and customer feedback
  • Business continuity including solutions for continuous call recording, call archiving, and disaster recovery
  • Centralized storage management integrating with enterprise storage systems and leveraging existing resources
  • Powerful data security including end-to-end media encryption, strong user authentication and server hardening
  • Server and client virtualization to reduce the amount of resources consumed
VoIP RecordingVoIP Recording
Proven, highly reliable VoIP call recording for the most demanding mission-critical environments
SIP Trunk Call RecordingSIP Trunk Call Recording
Reduce call recording costs with innovative SIP trunk call recording
TDM Call RecordingTDM Call Recording
Regulatory compliance, risk mitigation and quality recording needs in TDM environments
Video callContact Center Video Recording
Captures video interactions to ensure compliance and improve monitoring of video-based customer service
Business ContinuityBusiness Continuity
Business continuity for the most demanding environments
Mobile Call RecordingMobile Call Recording
A cost effective solution for capturing interactions and meeting your customer needs 24/7 
VirtualizationVirtualization
Support for server and desktop virtualization and thin client environments
Call ArchivingCall Archiving
Comprehensive, flexible call archiving technology for all parts of your business
Data SecurityData Security
A comprehensive solution to safeguard sensitive information contained in call and screen recordings
Multi-Data Center RecordingMulti-Data Center Recording
Support for the advanced recording needs of data centers with multiple locations