Fully Integrated VOIP Solutions
Voice over Internet Protocol (VoIP) is quickly becoming the industry standard, due to its enabling of a cost-effective, centralized and consolidated organization. For the contact center, VoIP flattens the infrastructure, removing expensive network charges and making it easy to leverage widely distributed agents and resources at smaller, remote locations. An IP-based contact center allows widespread access to applications while simultaneously reducing the total number of servers across the enterprise.
In spite of these pivotal benefits, concerns regarding the move from traditional circuit-switched to packet-switched network technology still abound. Contact center managers are still wary of the impact on the quality and reliability of their mission-critical applications. With most quality management and liability applications sitting on top of the customer interactions capture platform, the lack of integration could result in potential loss of critical information and a break in service that will negatively impact the center’s ability to perform and deliver—both to the enterprise and the customer.
The VoIP recording solution for contact centers is based on technology that the company invented and patented in 1997. NICE provides the ideal solution for contact centers migrating to VoIP, or already operating in a VoIP environment.
VoIP-enabled precision quality monitoring of remote branches or home agents enables centralized proactive identification and reliable evaluation of the quality of service provided to customers. With advanced tools they can target key calls, correlate them to screen activity, and evaluate how well agents are handling the call process compared to performance parameters, regardless of the agent’s location.
VoIP solutions incorporate market-leading expertise in implementing mission-critical solutions and providing value-added applications for contact centers and trading floors. The offering includes hybrid solutions that cover the entire spectrum of customer needs, combining traditional and VoIP, liability and quality monitoring for contact centers, trading floors and financial back offices. NICE offers software-only, scalable VoIP solutions that span small-scale to large, multi-site high-end environments. The offering is certified by the world’s leading VoIP switch vendors and supports the infrastructure offerings of all major IP and IP-enabled telephone systems.
VoIP recording for the contact center is an integral part of the company’s unified product architecture and suite of solutions. This enables a smooth migration to VoIP that is transparent to the user, providing true investment protection. The software-only solution is highly reliable and provides the best compression and density rates, as well as the industry’s leading interaction analytics tools.
With fully integrated VoIP recording solution, along with the most advanced applications for quality monitoring, liability and interactions analytics, the contact center of today and of the future can benefit from the cost advantages of operating in VoIP environment, while ensuring that reliability concerns are met and that the highest quality of service is provided to customers.
In spite of these pivotal benefits, concerns regarding the move from traditional circuit-switched to packet-switched network technology still abound. Contact center managers are still wary of the impact on the quality and reliability of their mission-critical applications. With most quality management and liability applications sitting on top of the customer interactions capture platform, the lack of integration could result in potential loss of critical information and a break in service that will negatively impact the center’s ability to perform and deliver—both to the enterprise and the customer.
The VoIP recording solution for contact centers is based on technology that the company invented and patented in 1997. NICE provides the ideal solution for contact centers migrating to VoIP, or already operating in a VoIP environment.
VoIP-enabled precision quality monitoring of remote branches or home agents enables centralized proactive identification and reliable evaluation of the quality of service provided to customers. With advanced tools they can target key calls, correlate them to screen activity, and evaluate how well agents are handling the call process compared to performance parameters, regardless of the agent’s location.
VoIP solutions incorporate market-leading expertise in implementing mission-critical solutions and providing value-added applications for contact centers and trading floors. The offering includes hybrid solutions that cover the entire spectrum of customer needs, combining traditional and VoIP, liability and quality monitoring for contact centers, trading floors and financial back offices. NICE offers software-only, scalable VoIP solutions that span small-scale to large, multi-site high-end environments. The offering is certified by the world’s leading VoIP switch vendors and supports the infrastructure offerings of all major IP and IP-enabled telephone systems.
VoIP recording for the contact center is an integral part of the company’s unified product architecture and suite of solutions. This enables a smooth migration to VoIP that is transparent to the user, providing true investment protection. The software-only solution is highly reliable and provides the best compression and density rates, as well as the industry’s leading interaction analytics tools.
With fully integrated VoIP recording solution, along with the most advanced applications for quality monitoring, liability and interactions analytics, the contact center of today and of the future can benefit from the cost advantages of operating in VoIP environment, while ensuring that reliability concerns are met and that the highest quality of service is provided to customers.
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