NICE Introduces Contact Center Video Recording Solution

NICE announced the launch of its Contact Center Video Recording solution which monitors and enhances the quality of service provided via video-enabled contact centers. 

This launch expands NICE’s multi-channel offering for enterprises and addresses a growing market trend in video-based remote customer service. NICE Video Recording enables organizations to continuously monitor agent performance, provide additional coaching as needed, and maintain a single standard of performance across the operation. Quality monitoring is applied to both audio and visual recordings, enabling organizations to better understand not only what was said during a customer interaction, but also what was implied through the body language of the agent and the customer. These visual cues may help discern the customer’s satisfaction or dissatisfaction with the interaction or transaction. The integration of audio and video recording within a single platform lowers the total cost of ownership and simplifies upgrades and training.

This solution is supported by NICE Interaction Management and it provides the customer with the capabilities for quality monitoring, training and evaluation, and includes:

  • Capturing and integrating both video and audio from a video conferencing call between a customer and agent
  • Providing a playback experience which features enhancements for better evaluation such as side-by-side playback of agent and customer.
  • Simultaneous playback of audio, video and images of the agent’s screen
  • Isolation of the audio for playback and evaluation of either the agent or customer

“Companies are continuously enhancing their outreach to customers by seeking new channels through which they can better connect and personalize the customer experience,” said Yochai Rozenblat, president of the NICE Customer Interactions Group, in a statement. “NICE Video Recording is an innovative response to this market need. It helps ensure that companies are delivering the best possible service multiple interaction channels by providing real-time audio and visual monitoring for quality and compliance purposes.”