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Product Catalog: Digital Recording and Call Logging Systems: NICE Systems: Nice Universe

NiceUniverse



The more you help your agents do their jobs, the better they will be able to create more loyal customers. NiceUniverse is a comprehensive quality management solution designed to help you do just that.

NiceUniverse captures voice, e-mail, chat, and screen activity along with essential call details. Analysis tools quickly pinpoint opportunities for improvement. And the most powerful enterprise reporter in the market ensures decision-makers have the right tools to make timely and accurate choices for your business.

The result? The most loyal customers on Earth.

Benefits:
  • Fulfill all recording needs - meet diverse recording requirements using random, full-time, selective recording and record-on-demand, all in one modular platform.
  • Record interactions throughout the day - create random recording schedules for voice, e-mail, screen or data (by agent, group, type of call or e-mail, DNIS or other CTI information).
  • Monitor and record interactions in real-time - view the work status of your agents and choose to monitor or begin recording during any point in the call.
  • Ensure agents are utilizing applications effectively - playing back voice and screen recording simultaneously reveals agents' ability to use contact center applications.
  • Custom-build evaluation forms quickly and easily - design any number of on-line evaluations to support your quality program.
  • Evaluate calls, screens and e-mails at your desktop - query, playback, and evaluate performance at your convenience.
  • Quickly locate the precise call you want using more than 50 different search criteria.
  • Ensure fair and consistent evaluations - compare quality ratings side by side across different evaluators using calibration tools.
  • Quickly pinpoint areas for improvement - define training and coaching needs using colorful reports and graphs.