Nice Systems
Ninzi-Connect is the local distributor for Nice
Systems, a flexible range of voice recording solutions
that scale from four to many thousands of extensions and
support Voice over IP (VoIP) functionality
Main features
Nice systems record voice and where appropriate screen
interactions between call centre agents and customers
for legal and compliance purposes, monitor call handling
quality and highlight areas where further training or
process improvements are needed.
Recordings and optionally screenshots are stored online
for immediate access or on tape for long-term storage.
Recorded interactions can be retrieved quickly and
easily for playback to customers or other parties when
required.
When required, voice recordings can be replayed by
phone or e-mailed as an attached voice file. The
system’s encryption techniques ensure that once recorded
the original file cannot be changed.
The system is designed to integrate with all leading
commercial PABX, ACD and CTI systems and is fully
compatible with all local and wide area networks.
Customer interactions can be recorded regardless of the
agent’s physical location on the PBX or ACD (using the
free seating capability) and management can define which
individual’s calls are to be recorded and when.
Agents can initiate the recording of the current call
with a single press of a button and management can
initiate the recording of voice and screen shots in
real-time for quality control purposes.
Advanced compression features offer reduced storage
requirements by a factor of up to twelve over
uncompressed voice storage solutions.
Computer Telephony Integration (CTI)
Customer details can be attached to a recording such as
phone number, ID number, account number, name and
address, etc. to ensure easy retrieval of recordings
using the CTI capabilities of the optional NiceCLS
software.
Recording of the current call and screens may be
initiated under application control to ensure that only
key parts of protracted customer interactions are
retained with resulting major savings in storage usage.
Ninzi-Connect
Drawing on more than 10 years experience in designing and
deploying recording solutions in the call centre
industry, Ninzi-Connect consultants assist companies to
get the best out of the Nice recording solution they
implement and ensure that it meets their business
requirements.
Features and benefits
- NICE has over 24,000 customers in 100 countries,
including over 85 of the Fortune 100 companies.
- Nice solutions scale from four to many thousands of
extensions and support analogue, digital and IP phones
from all recognised PABX and Call Centre suppliers to
cater to cater for companies of all sizes
- New technology demands such as VoIP functionality
can be supported on the same platform.
- Fast, easy access and retrieval of recordings that
can be enhanced with NiceCLS and application
integration.
- Storage of recordings (voice and screen) using
online or central storage, tapes, DVD etc.
- Nice’s advanced compression technology improves
efficiency and reduces the cost of storing recorded
interactions, while its encryption algorithm ensures
recorded content may not be changed.
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