NICE Systems has announced the new version of its Engage Platform.
New capabilities such as 1-click interaction management, intelligence-driven automated scoring, data extraction tools and DIY system management allow employees to focus on the customer and provide them with an improved experience.
Users can search for and act upon interactions from multiple channels, sharing results or saving them for compliance purposes. Automation brings analytical insights into the evaluation process, thereby streamlining and improving quality management.
Further enhancements to the platform include the extension of its multichannel offering through enhanced video recording. By using the Advanced Interaction Recorder (AIR) to capture interaction data from multiple channels, organisations can enjoy the benefits of the platform across all of their customer service channels.
Additional highlights include:
- Playback Portal, enabling the playback of voice interactions from earlier systems with no need to migrate databases or upgrade
- Improved auto-discovery for Interaction Analytics, including the ability to investigate interactions that do not fall into any phonetic categories, along with improved Hot Topics capability
- Interaction Analytics data Auto Extraction Tool
- Enhanced scalability and business intelligence tools for real-time authentication and real-time fraud prevention, allowing further improvement in customer experience without compromising on safety
- A packaged enterprise-grade offering tailored to the needs of SMBs
Miki Migdal
“Today it’s all about the customer. Organisations must be able to provide customers the service they need with the utmost ease and efficiency. We are proud to launch the new version of our Engage Platform, which gives organisations the ability to do so,” said Miki Migdal, President of the NICE Enterprise Product Group.
For more information about NICE, visit their website.
Author: Megan Jones
Published On: 24th Feb 2016 - Last modified: 18th Dec 2018
Read more about - Archived Content, NiCE
