Solutions
| Quality Management | | Print | |
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NICE is the market leader in Quality Management (QM) solutions for contact centers, utilizing a comprehensive set of Web-based tools for extracting, processing, analyzing and effectively visualizing information from customer interactions on a large scale. NICE Perform®, part of the NICE SmartCenter™ family, captures all interactions (voice and screen), analyzes them, and, based on predefined rules, stores what is necessary, pinpointing relevant calls based on needs and privileges. Using advanced rules, NICE Perform automatically scores every recorded interaction, identifying calls that do not meet pre-defined quality requirements (long holds, multiple transfers, silent periods, and the use of inappropriate language by agent or customers). The system then alerts managers to take immediate action, such as bridging an agent's knowledge gaps, or getting to the root of a problem and resolving it. NICE Perform enables users to focus on the cause of the problem rather than the outcome itself and resolve it. NICE Perform provides:
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