Hoboken, NJ, USA, June 5, 2019 -- NICE (Nasdaq: NICE) introduced NICE Quality Central Insight, its latest innovation to contact center quality management. NICE Quality Central Insight leverages interaction analytics and replaces manual evaluations with automation to allow evaluation of 100% of interactions.
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Based on speech analytics technology, NICE Quality Central Insight leverages both spoken and written words and phrases from the actual interaction as well as information about the customer to drive a complete cross channel evaluation of interaction quality.
Barry Cooper, President, NICE Enterprise Product Group said, "Contact centers are challenged to monitor and deliver consistent, superior quality of service over the myriad of channels that customers demand. Furthermore, manual quality management processes hinder program effectiveness. NICE Quality Central Insight allows contact centres to take a holistic approach and reinvent their quality assurance programs to drive greater efficiency and offer exceptional customer service, giving them a clear competitive advantage."
Posted by Veronica Silva Cusi, news correspondent
About NICE Systems:
NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
Published: Thursday, June 6, 2019
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