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NICE is the market leader in Quality Management (QM) solutions for contact centers, utilizing a comprehensive set of Web-based tools for extracting, processing, analyzing and effectively visualizing information from customer interactions on a large scale.
NICE Perform®, part of the NICE SmartCenter™ family, captures all interactions (voice and screen), analyzes them, and, based on predefined rules, stores what is necessary, pinpointing relevant calls based on needs and privileges.
Using advanced rules, NICE Perform automatically scores every recorded interaction, identifying calls that do not meet pre-defined quality requirements (long holds, multiple transfers, silent periods, and the use of inappropriate language by agent or customers). The system then alerts managers to take immediate action, such as bridging an agent's knowledge gaps, or getting to the root of a problem and resolving it.
NICE Perform enables users to focus on the cause of the problem rather than the outcome itself and resolve it.
NICE Perform provides:
- In-depth analysis of the causes of contact center quality problems
- Efficient coaching processes
- Unique cross-media (traditional and VoIP calls, agent screens, IVR feedback, email and Web) capture of customer interactions (voice and screen) for analysis
- Better reports using more than 60 best practice report templates
- Supervisor and agent access to information anytime, anywhere, using a flexible, customizable portal
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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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