Among your contact center resources, your agents are the most critical. They interact with and deliver services to customers, thus directly affecting customer satisfaction and loyalty. While agents hold the keys to your company’s success, they are also the most expensive resource you have – accounting for 60% to 70% of expenses in a contact center. Utilizing our workforce optimization technologies developed with Artificial Intelligence at the core and leveraging advanced statistical and mathematical optimization, NICE CXone Workforce Management answers the industry’s need and delivers breakthrough performance improvements.
NICE CXone Recording datasheet
NICE CXone Recording provides secure, full-featured voice and screen recording for audio and digital channels to satisfy contact center compliance and quality needs. Adhere to compliance regulations with capabilities to meet GDPR, PCI and HIPPA standards, including encryption, automated and on-demand masking, consent-based recording, extensive retention options, and Key Management. Store per business-specific needs with flexible lifecycle management, including AWS active and long-term storage options, ability to “bring your own” AWS storage, and ability to extract from CXone storage for external use. Contact center leaders can also easily search, retrieve, and monitor recordings via intuitive, unified search interface.
Improve omnichannel customer experience with NICE CXone Quality Management
Today’s consumer demands a perfect experience, every time. Randomly monitoring calls is not good enough anymore, but supervisors don’t have the time or resources to ensure agents truly understand what a great CX looks like. 75% of contact center leaders are not very satisfied with their QM programs. And it’s no wonder. With small sample sizes, and 2 in 5 contact centers still using manual quality processes… there’s got to be a better way!