Improve Customer Interaction Evaluation with NICE Contact Center Video Recording

Contact centers have to be prepared to deliver multichannel service to meet today’s customer demands – they are on their smartphones and tablets all day and night, calling, texting, tweeting, sharing, chatting and e-mailing, and they expect organizations to keep up. One of these channels that is becoming more prominent as technologies like WebRTC make their way to more businesses and consumers is video.

Video is already popular thanks to services like Skype (News - Alert), but WebRTC takes the capabilities of the Internet to the next level and enables users to communicate just through the browser – no plugins, downloads or software required.

NICE Systems introduced its Contact Center Video Recording solution, which combines NICE’s real-time audio capture capabilities with its experience in video surveillance for security. The solution helps organizations deliver quality customer experiences by monitoring and enhancing the quality of service provided via video-enabled contact centers. 

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"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 over multiple interaction channels by providing real-time audio and visual monitoring for quality and compliance purposes."

Video in the contact center enables agents to provide a more rich and personalized experience to customers as well as extend their geographic reach. Organizations turn to call recording solutions to meet compliance regulations, train agents and monitor agent performance, and NICE Video Recording enables them to do this more effectively. Visual cues like body language help understand the interaction on a deeper level, and the integration of audio and video recording in a single platform lowers the total cost of ownership and simplifies upgrades and training.

This solution is supported by NICE Interaction Management, which offers solutions for compliance and risk, back office productivity, sales and retention, voice of the customer, operational efficiency and workforce optimization. Users will be able to capture and integrate both video and audio from a video conferencing call, enabling organizations to play side-by-side playback of both the agent and customer audio and video images of the agent’s screen, therefore enabling better customer interaction evaluation.