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Compliance recording within the contact center has become a necessity for businesses to ensure compliance with both external and internal regulations and procedures. Non-compliance can cost millions of dollars in fines and litigation, damage business reputation, increase customer churn and raise exposure to fraud. Recording customer interactions provides a valuable tool for:
- Compliance with regulations requiring recording
- Dispute resolution and legal defense
- Verbal contract documentation
- Accuracy verification
- Employee compliance monitoring and verification
The NICE Perform® recording solution offers a reliable and resilient compliance recording solution enabling contact centers, back offices, trading floors and other sites to document all information related to certain business operations, protect the business and mitigate risk. The solution provides the capability to capture, store and maintain customer interactions occurring in the organization such as telephone conversations and screen activity.
NICE compliance recording is available for TDM, VoIP and hybrid environments. It's seamless integration with other NICE SmartCenter solutions such as Interaction Analytics and Quality Management enhances NICE's offering to deliver significant value added capabilities which can optimize operational efficiency and provide detailed customer insight.
Highlights of the NICE Compliance Recording
- Field-proven total recording solution for the most demanding operations
- Complete capture of the interaction with multimedia recording and business data integration
- Customer interaction recording capabilities based on activities taking place on the agent's desktop
- Maximum flexibility with rule-based and on-demand recording modes
- Unified platform for TDM, VoIP and mixed environments
- Consolidated solution for the enterprise in single or multi-site deployments
- Robust enterprise grade platform with industry-leading scalability
- Innovative and reliable branch recording solutions with centralized control and minimal footprint
- Enabled with TCO reduction features such as central administration and virtualization
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Success Stories
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RHL Scottish outsourced customer management center leverages NICE solutions to increase caller satisfaction with improved service, secure new business through increased client trust, and improve agent performance.
ICICI OneSource NICE helps Indian business process outsourcer achieve higher levels of client confidence, targeted, effective training programs and improved call handling and management.
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