NICE enhances customer outreach via its video recording solution

In order to help organizations, deliver an excellent customer experience by monitoring and enhancing the quality of service provided via video-enabled contact centers, NICE Systems has announced the launch of its Contact Center Video Recording solution. The solution is designed to combine NICE’s extensive real-time audio capture expertise with its experience in video surveillance for security.
 
This launch will expand NICE’s multi channel offering for enterprises and addresses a growing market trend in video-based remote customer service.
 
Yochai Rozenblat, President of the NICE Customer Interactions Group, said, Companies are continuously enhancing their outreach to customers by seeking new channels through which they can better connect and personalize the customer experience. NICE Video Recording is an innovative response to this market need. It helps ensure that companies are delivering the best possible service over multiple interaction channels by providing real-time audio and visual monitoring for quality and compliance purposes.
 
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.
 
This solution is supported by NICE Interaction Management, and it provides the customer with the capabilities for quality monitoring, training and evaluation.