NICE Systems launched its “Contact Center Video Recording” solution, which can help organizations improve customer service by monitoring and enhancing the quality of service provided via video-enabled contact centers.
The solution combines NICE’s real-time audio capture expertise with its experience in video surveillance for security, the company said. The launch expands NICE’s multi-channel offering for enterprises and addresses a growing market trend in video-based remote customer service.
Real-time visual communications can provide a richer and more personalized experience in specific industries such as telecommunications and healthcare, according to the company. In those sectors, video-enabled contact centers provide organizations with the opportunity to extend their geographic reach and agent availability without having to add customer-service personnel, NICE said.
NICE video recording enables organizations to continuously monitor agent performance, provide additional coaching as needed and maintain a single standard of performance across the operation, the firm said.
Quality monitoring is applied to both audio and visual recordings, enabling organizations to better understand not only what was said during a customer interaction, but also what was implied through the body language of the agent and the customer. Those visual cues may help discern the customer’s satisfaction or dissatisfaction with the interaction or transaction, according to the company.
The integration of audio and video recording within a single platform lowers the total cost of ownership and simplifies upgrades and training, NICE said.
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