​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​Call Center Quality Management Solution


The modern customer experience has evolved, and with it, so has the need for call center leaders to uncover actionable insights across all contact channels, leverage automation and link quality metrics to business objectives. Quality assurance teams are challenged by manual processes – as a result, they find that they simply don't have enough resources to meet their call center goals.

NICE Quality Central™ gives you a single, holistic approach to quality management, ensuring that all interactions and transactions are closely monitored and that performance metrics are closely tied to top-priority objectives. Available on premise or in the cloud, Quality Central automates and customizes all of your quality processes in a single application, regardless of the data source, channel or recording solution.

NICE Quality Management solution saves time and drives better decision-making.

  • Uncover actionable insights that help empower agents.
  • Satisfy customers with great service.
  • Drive efficiency, giving your organization a competitive advantage​

Monitor an​d Improve Key Metrics

Call center quality management teams realize a greater return with NICE Quality Central. Customers have reported the following:

  • 10%-30% decrease in average handle time.
  • 5%-25% decrease in hold time.
  • 15%-40% increase in customer satisfaction.
  • 15%-40% increase in first call resolution.
  • 10%-20% improvement in sales effectiveness. 

Adapt Quality Management to Your Needs

NICE Quality Central provides a comprehensive, end-to-end view of quality within your business. Incorporate and automate any data source into an evaluation, quality monitoring or compliance program when you need it. 

  • Evaluate all channels for quality, including phone, email, chat and social media.
  • Assess any task such as orders, claims or various support documents.
  • Monitor the effectiveness of any sales, service or audit process.
  • Leverage any data source, such as CSAT scores and CRM information, to help pinpoint opportunities for improvement.

Save Time and Resources & Reduce Risk

Unlike traditional quality management solutions, NICE Quality Central functions and updates independently of your recording platform. As a result, replacing or upgrading one solution no longer requires changes to the other. This is a benefit in today's compliance-driven recording environment -- with Quality Central, there's no need to risk system downtime.

​Boost Operational Efficiency

Quality Central offers a robust set of tools that allow you to automate and customize all quality processes and streamline operations:
  • Leverage pre-configured standard quality workflow templates, including quality calibration, request rescore, audit the auditor and coaching. Automate compliance by customizing any workflow process.
  • Easily create and use forms with features such as advanced scheduling, backups and versioning.
  • Save time and drive consistency in the evaluation process with auto-scoring that can be based on any CTI, meta data or analytics events. Enable flexible reporting capabilities with pre-configured templates and the ability to customize report data and layout.

Improve Employee Engagement

Make employees stakeholders in process improvements with Quality Central, which can increase morale and reduce turnover, leading to happier customers.

  • Call center leaders can leverage dashboards and scorecard reports on their teams' latest trends, performance indicators and workflow plans.
  • Supervisors can send personalized coaching feedback – links to knowledge resources, instructions and due dates – with the click of a button.
  • Evaluators can collaborate on work items and prioritize tasks.
  • Dashboards provide agents with instant access to review evaluations and goals, compare their performance to peers and even conduct self-evaluations for collaborative coaching.  

Uncover Hidden Trends with Analytics-driven Quality Management Solution

When Quality Central is powered by NICE ​Nexidia Analytics, a best-in-class text and speech analytics platform, it captures, sorts and scores 100 percent of agents' interactions on every channel for accurate performance metrics and results tracking. Because all interactions are analyzed, quality teams and supervisors can spend more time on targeted monitoring and coaching that will result in better outcomes for your business. The solutions work seamlessly together on a single platform to:

  • Capture and categorize data more quickly to support any quality assurance initiatives.
  • Discover hidden trends and take action.
  • Monitor agent team performance against key metrics with a unified scorecard.
  • Identify higher-value interactions that have a greater impact on your business initiatives.

Integra​te Quality Management with the NICE WFO Suite

Quality Central integrates with NICE workforce optimization solutions, aligning employee engagement and operational excellence across all customer service operations. Boost service levels and create a culture of continuous improvement by integrating your NICE Quality Management solution system with:

  • NICE Recording
  • Interaction Analytics
  • Workforce Management
  • Voice of the Customer
  • Performance Management Solutions

Quality Management ​Blog​ Articles​

Which Call Center Quality Management Superhero Are You?​
Every superhero has an amazing origin story which helped him or her shape into to the superhero character that we all know and love. They all discovered they had superpowers which helped them to overcome what would seem to be to mere humans an impossible situation. Extraordinary strength, agility and intelligence are just a few of these traits they possessed and used to solve difficult problems in the face of danger. Read more ​​

We’ve Got You Covered: Achieve Omnichannel Quality Management Automation While Protecting Your Recording Investment​​
​Not long ago, ICMI called "omnichannel" one of today's most pervasive buzz words in customer service. There's no denying that customer service has been deeply influenced by the Uber effect: Customers today expect more – what they want, when they want it, and where they want it. For contact centers, that translates into a mandate for omnichannel support: not only voice calls but also chat, text, email and more.​ Read more ​​

Quality Management and Analytics, Like Smores and a Campfire, They’re Better Together
​​Summer is officially here, and with it comes the revival of favorite warm-weather pairings: Ice cream and waffle cones hot off the iron, ripe berries and velvety cream and, of course, the ever-popular campfire s'more. On its own, each ingredient of the s'more is enjoyable, but melding the complementary flavors of a honey graham cracker, toasted marshmallow and creamy smooth chocolate creates a campfire staple far greater than the sum of its parts.​ Read more

​For more Quality Management blog posts click here​​.​


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