RA'ANANA, Israel, July 30, 2013 /PRNewswire/ -- NICE
Systems (NASDAQ: NICE) today announced the launch of its
Contact Center Video Recording solution, which helps organizations
deliver an excellent customer experience by monitoring and
enhancing the quality of service provided via video-enabled contact
centers. The solution combines NICE's extensive real-time audio
capture expertise with its experience in video surveillance for
security.
This launch expands NICE's multi-channel offering for
enterprises and addresses a growing market trend in video-based
remote customer service. According to Gartner, real-time visual
communications can provide a richer and more personalized
experience in specific industries such as financial services,
telecommunications and healthcare. In these verticals,
video-enabled contact centers allow organizations to extend their
geographic reach and agent availability without having to add
customer service personnel.
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.
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. These visual cues
may help discern the customer's satisfaction or dissatisfaction
with the interaction or transaction. The integration of audio and
video recording within a single platform lowers the total cost of
ownership and simplifies upgrades and training.
This solution is supported by NICE Interaction Management, and
it provides the customer with the capabilities for quality
monitoring, training and evaluation, based upon:
- Capturing and integrating both video and audio from a video
conferencing call between a customer and agent
- Providing a playback experience which features enhancements for
better evaluation such as:
- Side-by-side playback of agent and customer
- Simultaneous playback of audio, video and images of the agent's
screen
- Isolation of the audio for playback and evaluation of either
the agent or customer
"Companies are continuously enhancing their outreach to
customers by seeking new channels through which they can better
connect and personalize the customer experience," said Yochai Rozenblat, President of the NICE Customer
Interactions Group. "NICE Video Recording is an innovative response
to this market need. It helps ensure that companies are delivering
the best possible service over multiple interaction channels
by providing real-time audio and visual monitoring for quality and
compliance purposes."
About NICE Systems
NICE Systems (NASDAQ: NICE) 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. www.nice.com.
Corporate Media Contact
Erik
Snider, +1 877 245 7448, erik.snider@nice.com
Investors
Marty Cohen, +1 212 574 3635,
ir@nice.com, ET
Anat Earon-Heilborn + 972 9 775
3798, ir@nice.com, CET
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Systems. All other marks are
trademarks of their respective owners. For a full list of NICE
Systems' marks, please see:
http://www.nice.com/nice-trademarks.
Forward-Looking Statements
This press
release contains forward-looking statements as that term is defined
in the Private Securities Litigation Reform Act of 1995. Such
forward-looking statements, including the statements by
Messer Rozenblat, are based on the
current expectations of the management of NICE-Systems Ltd. (the
Company) only, and are subject to a number of risks and
uncertainties that could cause the actual results or performance of
the Company to differ materially from those described herein,
including but not limited to the impact of the global economic
environment on the Company's customer base (particularly financial
services firms) and the resulting uncertainties; changes in
technology and market requirements; decline in demand for the
Company's products; inability to timely develop and introduce new
technologies, products and applications; difficulties or delays in
absorbing and integrating acquired operations, products,
technologies and personnel; loss of market share; pressure on
pricing resulting from competition; and inability to maintain
certain marketing and distribution arrangements. For a more
detailed description of the risk factors and uncertainties
affecting the company, refer to the Company's reports filed from
time to time with the Securities and Exchange Commission, including
the Company's Annual Report on Form 20-F. The forward-looking
statements contained in this press release are made as of the date
of this press release, and the Company undertakes no obligation to
update or revise them, except as required by law.
SOURCE NICE Systems