The more you help your contact center agents do their jobs, the better they will be able to create more loyal customers. NiceUniverse is a comprehensive quality management solution designed to help you do just that.

NiceUniverse captures voice, e-mail, chat, and screen activity along with essential call details. Analysis tools quickly pinpoint opportunities for improvement. And the most powerful enterprise reporter in the market ensures decision-makers have the right tools to make timely and accurate choices for your business.

NiceUniverse web applications provide instant access to all evaluations, recordings and associated reports from any computer on the organization's intranet
The result? The most loyal customers on Earth.

In the Security market, NiceUniverse’s powerful quality management and reporting suite of applications enables supervisors and quality assurance managers in emergency service centers to assess the quality of calls between call takers and the public, and evaluate dispatcher communications with field forces for both telephony calls and radio transmissions.

Combined with the Scenario Replay application, the NiceUniverse Evaluator application enables the user to assess an entire incident scenario.

The result? The most effective emergency services anywhere.

Fulfill all recording needs - meet diverse recording requirements using random, full-time, selective recording and record-on-demand, all in one modular platform.
• Record interactions throughout the day - create random recording schedules for voice, e-mail, screen or data (by agent, group, type of call or e-mail, DNIS or other CTI information).
• Monitor and record interactions in real-time - view the work status of your agents and choose to monitor or begin recording during any point in the call.
• Ensure agents are utilizing applications effectively - playing back voice and screen recording simultaneously reveals agents' ability to use contact center applications.
• Custom-build evaluation forms quickly and easily - design any number of on-line evaluations to support your quality program.
• Evaluate calls, screens and e-mails at your desktop - query, playback, and evaluate performance at your convenience.
• Quickly locate the precise call you want using more than 50 different search criteria.
• Ensure fair and consistent evaluations - compare quality ratings side by side across different evaluators using calibration tools.
• Quickly pinpoint areas for improvement - define training and coaching needs using colorful reports and graphs.
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