NICE – Quality Management

About NICE

NICE Systems is the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE’s solutions empower organizations to capture, analyze, and apply, in real time, insights from both structured and unstructured Big Data. This data comes from multiple sources, including phone calls, mobile apps, emails, chat, social media, video, and transactions. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.

About Quality Management

NICE Quality Management is an omnichannel solution that fully automates the evaluation, calibration and coaching processes. It provides a single, holistic approach to quality management, ensuring that your contact center processes and performance metrics are closely tied to top-priority objectives.

By unifying your quality improvement programs in a single application, NICE Quality Management saves time and drives better decision-making. You can uncover actionable insights that help empower agents, satisfy customers and drive efficiency – giving your organization a clear advantage over the ​competition. NICE Quality Management is available on premise, hosted,​ or in the cloud.

  • Quality Monitoring
    • Real-time monitoring of voice and screen
    • Web interface
    • Schedule for call recording
    • Playback for any LAN/WAN workstation
    • Speech Analytics
    • Analytics based on keywords or phrases
    • Screen Playback synchronized with audio
    • Instantaneous call retrieval
    • Flexible rules editor
    • VoiP recording
    • Voice and screen saved in standard file formats
    • Calls automatically routed to evaluators
    • Search for call on Ad hoc basis
    • Efficiency in filling out forms
    • Integrated Reporting
    • Multi-site Recording
    • Screen Recording
    • Virtual Contact Center Recording
    • Open Source Recording
    • Compliance monitoring

Directory Categories

  • Call Center Customer Service Monitoring and Recording
  • Workforce Optimization