Home > Columns

NICE Quality Central: A Game-Changing Enterprise Quality Management Solution - Work with Any Recording Platform and Incorporate Data from Any Source

NICE Systems

Presented By: NICE Systems



 If you ask business executives how important it is to have a comprehensive quality management (QM) solution, most invariably answer that it is a key priority. However, most companies cannot fully leverage their QM system to gain access to multiple channels of information nor can they provide the evaluation capabilities needed.

NICE has introduced an all new enterprise-scale quality management solution designed to change the equation. NICE Quality Central incorporates all customer interaction data … drawn from any source … into a comprehensive evaluation process. The solution works with any recording platform, providing the flexibility to upgrade without requiring expensive, time-consuming “rip-and-replace” of existing systems. The product will enable organizations to increase employee engagement, improve process efficiency, and deliver a superior customer experience.

There are several challenges to implementing a truly effective QM system. According to Lauren Maschio, Product Marketing Manager for NICE, “The primary problem is that a holistic view is lacking. Most businesses have solutions solely geared to evaluating front office phone calls. Since the focus is on the voice channel, not all interactions go through quality management. With the rise of multichannel communication, there are a lot of other interactions that should be evaluated, such as email and chat. If a business’ quality management solution only supports voice, that’s all they can evaluate using an automated process.”

A focus on front office calls only may lead to disconnected processes. “For example, to evaluate high value health care transactions, information located in back office data files not housed within the recording system may be needed.  To audit all the disparate processes requires different applications, including in many cases an ongoing need to use manual procedures. This makes it difficult to look at quality as a whole. Companies need greater flexibility and a reliable way to fully automate the QM process,” continued Maschio.

The next obstacles are economics and complexity. “Many quality managers are working with older versions of QM solutions,” said Maschio. “These are often inextricably linked to a specific recording system in such a way that you can’t implement one without changing the other. To take advantage of needed new features, they are faced with upgrading the recording system, which can be a huge project requiring extensive IT support, not to mention lengthy timelines, security risks, astronomical costs and a rocky road to achieving the ROI to justify the expense.”

“In quality management, the best practice is for the entire process to be automated…who is being evaluated, who gets the information, who completes the form…even the coaching,” she continued. “Most of the solutions available on the market today have standard, out-of-the-box automated workflows, but are not completely automated. There is a need to provide customized workflow automation.” She cited such areas as evaluating compliance, which requires looking at interactions over a specific time period. “Without the capability to tailor their workflows to auto-expire or escalate different steps, the process would still require manual intervention.”

But perhaps the most pressing problem is the lack of available insight. “In some systems, the agent can see certain parameters and the supervisors can see others, but there is a need for a standard set of information that is visible to all,” said Maschio. “When there is a limited number of data points in reports and on dashboards, data cannot be segmented, making it difficult to tie   quality processes to the KPIs that are critical to the organization.”

Quality Central unifies fragmented quality programs with disconnected data sources into a single application. It’s a true multi-channel solution that incorporates all interactions from all recording and non-recording sources - including social media - to produce a unified evaluation process that more clearly depicts both the customer and agent journey. Its capability to track, analyze and report just about anything provides increased transparency and employee engagement, which translates to improved agent performance.

Quality Central is an independent application that stands alone from a company’s recording solution. Since it is recording-agnostic, companies now have the flexibility to cost-efficiently upgrade that was not possible with previous QM solutions.

Quality Central is particularly effective in evaluating the activities of multi-channel universal agents. It can look at all their interaction types with a single customer…the chat, the email and the phone call and attach them to a single evaluation form, giving the manager a better perspective on agent performance as well as enabling them to assess the customer experience.

What tangible benefits can businesses expect? NICE claims that it can inspire

Reduced average handle times of to 30%

Improved first call resolution of to 40%

Diminished call hold times of up to 25%

Increased customer satisfaction ratings of up to 40%

Quality Central is available as an on-premise or private cloud hosted solution. The solution spurred demand from businesses using other suppliers’ recording systems, as well as enterprise businesses who want superior QM, analytics and recording capabilities.

“In both our own survey and other studies of contact center executives, the KPI that was most valued was customer satisfaction,” said Maschio. “By enabling businesses to get a unified view of both agent and customer behaviors and understand where improvements are needed, we believe that we are helping them to achieve this critical business goal.”