NICE Uptivity Interaction Recording
for Mid-Market Contact Centers
Capture customer experience data you can use
The best measure of customer experience is hearing and seeing the interaction between agent and customer firsthand. The next best thing? Accurate, complete interaction recording capabilities that inform workforce management activities while creating an ongoing, reliable record that meets your compliance needs.
NICE Uptivity Interaction Recording omnichannel solutions let you engage and capture valuable customer communications whether by voice or on-screen. Soon-to-be-released advances include the ability to send recording triggers for chat sessions and capture additional information, such as customer ID and the web page that initiated the chat.
Avoid the consequences of unrecorded interactions, including missed revenue opportunities and costly compliance penalties. With a complete, secure record of every customer engagement, you can quickly and easily reference any one event on-demand or perform cross-channel analytics on a set of interactions to provide greater insight into overall customer experience quality.
Cross-channel capabilities for comprehensive insight
The Interaction Recording suite includes powerful capabilities to capture the content of customer exchanges across a number of touchpoints:
NICE Uptivity Desktop Recording
- Full-motion video with synchronized audio recording creates a comprehensive view of on-screen interactions, including chat and email. Use this data to identify workflow issues, improve training and monitor/manage email and chat usage while encouraging effective use of agent tools.
NICE Uptivity Call Recording
- Flexible, customizable functionality lets you schedule call recordings based on defined variables, priority rankings and more, so critical calls are always captured and stored accordingly.
NICE Uptivity Desktop Analytics
- Monitor everything happening on an agent's screen during a specific customer interaction, such as a call to cancel services. Attach data from the desktop actions to the corresponding call recording. This makes it easy to search and report on all instances of cancelled service, then analyze and implement better agent tactics going forward.