The NICE Engage Platform has been announced.
The next-generation capture platform supports 100 percent real-time analytics and allows customer-facing organizations to incorporate real-time interaction data and analytics, at scale, into all of their service processes.
Using patent pending technology, latency has been reduced 10-fold and recording capacity has increased to support 10 times more channels per server.
The platform makes the use of real-time analytics practical by supporting up to tens of thousands of channels and delivering the relevant insights and guidance during the customer engagement.
This enhances NICE’s portfolio of real-time applications, bringing benefits to various functions within an organization.
Contact Centre Operations
- Gauge customer sentiment to assess the risk of churn and guide the agent to take the necessary action during the engagement
- Alert managers at their workstation or on their mobile device to intervene at critical moments, resolving issues during the interaction
- Automatically authenticate customers within the first seconds of a conversation, saving customers time and avoiding hassle
- Automate processes to reduce time, avoid errors and free the agent to focus on the customer
Information Technology (IT)
- An all-in-one recording server for: voice, screen, video, archiving and streaming
- Recording scalability, with up to 5,000 channels per recording server
- Ensure business continuity with high availability and lightning-speed disaster recovery
- Gain flexibility with on-premise and cloud-based deployment options
Risk and Compliance
- Identify fraudsters during the call and prevent a crime before damage is done
- Guide agents to ensure policy adherence to avoid and immediately address any compliance violations
“Recent innovations have started to give companies a practical way to utilize real-time inputs from customers and enterprise BI solutions to optimize the service experience, transaction outcomes and cost structure,” said Donna Fluss, President, DMG Consulting. “These innovations will be game-changers for companies and their customers. In the future, contact centres will be driven by predictive analytics that depend on real-time inputs.”
“The NICE Engage Platform is the result of collaboration with our customers who are challenged to meet the demands of their ‘now customer,’ while reducing related costs,” said Miki Migdal, President, NICE Enterprise Product Group. “This new platform is a sign of our commitment to lead the market’s adoption of real-time applications and capabilities that bring significant business value.”
For more information, visit the NICE Systems website.
Author: Megan Jones
Published On: 6th Aug 2014 - Last modified: 1st Jul 2024
Read more about - Archived Content, Donna Fluss, NiCE
