Comprehensive and flexible interaction recording

Every minute, thousands of interactions from multiple channels take place between your customers and your organization. These interactions contain a wealth of information about your customers and your services. Our solution allows you to record interactions for:

  • Comprehensive compliance
  • Intelligent Quality Management
  • Customer and business insights
  • Prompt authentication

NICE Air & Engage Platform

NICE Advanced Interaction Recorder (AIR) and NICE Engage Platform is a scalable, secure and robust platform that makes it easy to record and manage interaction data from multiple channels and data sources in a single place.

The NICE Engage Platform provides comprehensive omnichannel interaction recording. Designed for flexibility, it easily adapts to your contact center’s unique operational requirements. In a single platform, you’ll have support for thousands of concurrent IP streams: capturing, forwarding streams in real-time, recording, and archiving.

  • Omnichannel recording – helping organizations provide customers a coherent experience by providing a single place to define and implement compliance and quality practices across all channels.
  • Unprecedented recording scalability – linear scalability that supports thousands of channels of any type (Voice, chat, video, Social Media, etc.) per interaction recorder
  • Future proof – supporting virtually any communication and storage environment
    State of the Art business continuity – high availability and lightning–speed disaster recovery
  • Comprehensive compliance – helps you meet the demands of regulators and standard bodies, keeping your customers and your organization safe, and minimizing organizational risk, by applying best practices and compliance standards on all channels
  • Manageability and ease of use – allowing optimal resource utilization

call center recording

NICE Compliance Center

NICE’s Compliance Center is an end-to-end recording compliance solution for contact centers. It brings together dedicated mechanisms, real-time notifications with the IntelliAgent, analytics, and advanced automation capabilities. The solution delivers:

  • Compliance Assurance Dashboards – View aggregated information on compliance activities: audio loss detection for recording assurance and evidence keeping, consent and deletion for Privacy, SAD (Sensitive Authentication Data) and encryption for PCI DSS, and script violations for consumer protection.
  • Self-service evidence and policy management application – Centralize all policy management activities into a single application to manage all rules independently and promptly adapt to changes. With mission-critical mechanisms and approval workflows, IT and business users can benefit from Do It Yourself (DIY) to automate their compliance activities and optimize resources.
  • Agent dedicated app to gain compliance insights – The IntelliAgent app triggers real-time information to your agents on recording assurance, audio loss and offers manual commands for PCI DSS with pause and resume. The app also enables annotations for better data tagging.

Based on the market-leading recording platform with unmatched scalability, NICE Advanced Interaction Recorder, and NICE Engage Platform, the solution is ready to capture and retain any channel. It is also Trustwave certified for PCI DSS and HIPAA.

Addressing the needs of all stakeholders in the contact center

By bringing together a unique set of capabilities, the Omnichannel Recording and Compliance Center addresses the needs of IT, compliance, business, and agents by:

  • Reducing time and complexity to perform policy changes
  • Detecting breaches to take action
  • Adapting to regulatory changes and assessing adherence to privacy and recording laws
  • Providing recording assurance to agents in real-time with notifications and alerts

Selindo Alpha is an authorized partner of NICE in Indonesia

Selindo Alpha is an authorized partner of The NICE Recording and Compliance Solution in Indonesia. Contact us for any demo/inquiries.

Related posts

5 Tips Praktis Membuat Bot Yang Akan Disukai Pelanggan Anda

Dengan semakin matangnya teknologi conversational AI, banyak perusahaan yang menyambut gagasan untuk menerapkan bot yang dapat memahami bahasa secara alami dan kemudian menyelesaikan pertanyaan pelanggan yang paling sering — seperti yang dapat dilakukan oleh agen manusia. Tim contact center melihat ROI yang signifikan karena bot dapat menangani pertanyaan-pertanyaan yang berulang di berbagai saluran saat tim…

Genesys Ranked First for 2020 Market Share in Contact Center Applications Software

Last year, many organizations played a memorable role in supporting their customers through service and contact center functions. And the mindset of the market has shifted as this rapid transformation continues. In this report, Mary Wardley, Program Vice President, Customer Care and CRM at IDC, explains that “Digital transformation initiatives are in full swing as…

Perkembangan Dunia Contact Center dan Tantangannya di Era New Normal

Perubahan yang terjadi dewasa ini dalam kemajuan teknologi yang semakin pesat mendorong perilaku konsumen yang juga berubah, baik dari mulai mempengaruhi bagaimana publik mendapatkan informasi  dan hal-hal yang mendasari konsumen untuk membuat keputusan pembelian. Sehingga pada akhirnya cara perusahaan berkomunikasi dengan pelangannya juga berubah. Perusahaan harus membangun komunikasi dengan pelanggannya baik secara langsung maupun via…

Mengoptimalkan Customer Experience untuk Gen-Z

Pemilik bisnis yang bijak tahu untuk mengikuti kebutuhan pelanggan mereka. Salah satu cara untuk mengikuti pelanggan adalah memahami karakter pelanggan. Setiap generasi tumbuh dan berkembang di dalam berbagai kondisi yang berbeda. Kini dengan berjalannya waktu, perusahaan harus siap untuk memahami karakteristik Gen-Z, setelah millenials, untuk dapat membidik mereka di masa depan. Dari segi ekonomi, menurut survei Nielsen,…

Ini Dia 3 Cara Untuk Menciptakan Customer Experience Yang Lebih Baik

Saat ini sudah tidak jamannya lagi memperlakukan pelanggan dengan buruk. Munculnya platform media sosial memberikan pelanggan posisi yang lebih kuat – dan munculnya raksasa e-commerce yang menempatkan layanan pelanggan di atas segalanya – menciptakan lingkungan baru. Apapun bisnis anda, menciptakan customer experience yang baik adalah pembeda yang paling penting dalam persaingan bisnis saat ini.

NICE Breaks New Ground in Robotic Process Automation with Innovative AI-Driven Click to Automate

NICE (Nasdaq: NICE) today introduced new AI-based Robotic Process Automation (RPA) capabilities that fast-track the time to value by rapidly operationalizing optimal process automation opportunities. Available as part of NICE RPA version 7.4 is the new Click to Automate feature, that instantaneously transforms recommended process sequences into live operational automations. This enables businesses to rapidly expand existing process…