NICE call recording solutions

As of today, I will start presenting some contact center related products and their features, beginning with a very popular interaction recording (also known as call logging) system commissioned by NICE. As we have seen in a previous post, utilization of call logging software is not only an obligation imposed by the law in many countries, but also a very good method to extract useful information from customer interactions.

This product by NICE systems fits well to this mentality. As they mention on their product homepage, Interaction Recording delivers the most comprehensive capabilities for capturing customer interactions, providing organizations operational flexibility and system resiliency while maintaining low total cost of ownership. It enables organizations to record interactions and then to generate valuable business insight through interaction analytics and quality management solutions.

NICE call logger is a server which includes an array of numerous disks, appropriate for storing conversations in real time with high speed and efficiency, so that they can be accessed later. It can not only record voice but also store emails and capture screen displays, fitting nicely in the multi – channel contact center. There also several additional capabilities offered in the bundle such as:

• Call recording over VoIP, time division multiplexer (TDM) or hybrid environments
• Flexible recording and call archiving enabling transparent access to recordings from any location
• Scalable, multi-tier architecture for growing call recording capacity needs
• Support for server and client virtualization solutions
• Comprehensive redundancy to ensure business continuity
• End-to-end media encryption, strong authentication and server hardening for state-of-the-art data security
• Moblie call recording based on an open architecture that can interface directly with the trader’s handset

The above features, not only help a company comply with regulations, but also they ensure access to past calls to resolve any disputes and detect fraud. Furthermore, combined with the same company’s complementary products of Speech Analytics and Quality Monitoring, the logger can become a very good source of information.