NICE Introduction

NICE Engage Highlights

• Advanced interaction recording: All-in-one recording server for voice, screen, archiving and streaming
• Unprecedented recording scalability: Up to 5,000 channels per server
• High-scale real-time streaming for unlimited applications and processes
• Next generation business continuity with high availability and lightning speed disaster recovery
• High dependability to satisfy business and regulatory requirements
• A foundation for 100% real-time solutions, including NICE’s Real-Time Authentication, Real-Time Fraud Prevention and Real-Time Speech Analytics
• Advanced Interaction Analytics, making analytics insights accessible faster to a wider, and to all relevant stakeholders in the organization

   

  Interaction Recording
• Multi-channels capturing including audio, desktop screen and text messages
• Low TCO – centralized capabilities, open architecture, support for multiple data hubs, data centers and branches
• Compliance with latest industry information security standards and regulations (including PCI-DSS 3.0, Dodd-Frank, MiFID, HIPAA and FIPS 140-2) through data protection, retention, scenario reconstruction, compliance adherence and business continuity capabilities
• Support for all types of recording needs – total, selective, QM and on-demand recording
• Comprehensive VoIP solution portfolio including Active VoIP and SIP-based recording
• Multi-tier secured architecture with built-in scalability for growing capacity needs
• Support for server and client Virtualization solutions
• Resiliency and redundancy of all main system components
• Support for multi data center consolidation and centralization Interaction Analytics
• Integrated cross-channel analysis of voice, web, email, chat and survey interactions
• Automatic view into customers’ hot topics to understand what customers talk about
• Real-time speech analytics to identify meaningful events and trigger alerts and guidance while the call is taking place
• Automatic root cause analysis using speech, call flow, customer feedback, screen content, text and data mining analytics
• One-Click insights using Insight Amplifier providing analytical insights to a wider audience, allowing users to easily uncover root cause and drill down for deeper insights Performance Management
• Closed-loop performance management
• Data integration from disparate sources, providing personalized dashboards to every employee
• Incentive management, ensuring employees are compensated based on performance and in alignment with business strategy Quality Management
• Automated, business-driven Quality Optimization solution with pre-defined KPIs
• Advanced query capabilities leveraging NICE’s multi-dimensional analytics
• Unified portal for agents, supervisors and manager with scorecards, dashboards and trends
• Centralized Data Mart and reporting
• Automatically distribute relevant interactions to evaluators for easy, efficient evaluations.

• Real-Time streaming of the interaction with no delays
• Real-Time agent guidance for Authentication and Fraud detection
• Seamless passive enrollment of historical and on-going calls with security layers