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The most comprehensive product for capturing customer interactions
Interaction 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
- Business insights and process optimization
NICE Interaction Recording offers a reliable and resilient recording solution enabling contact centers, back offices, branches and other sites to document all information related to certain business operations, protect the business and mitigate risk. NICE Interaction Recording provides the capability to capture, store and maintain customer interactions, including voice, text and screen activity.
NICE Interaction 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 NICE Interaction Recording
- Field-proven total recording solution for the most demanding operations
- Complete capture of the interaction with multimedia recording and business data integration
- 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
- Scalable architecture to easily adapt to growing call recording capacity needs
- Enabled with TCO reduction features such as central administration and virtualization
- Data security through end-to-end media encryption, authentication and server hardening
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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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