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NICE Enterprise Grade Solutions work closely with a wide range of communication infrastructures, enabling NICE to provide users with all the benefits of virtually seamless integration. Typical integrations include:
- Computer Telephony Integration (CTI). CTI provides call information to tag recorded interactions and, with some recording methods, to trigger voice transmission for recording. In contact center environments calls can also be tagged with agent identifiers, enabling quality management where free seating is utilized.
- Trading Floor Switch Integration. Similar to CTI, this integration is required in trading environments, where calls have to be tagged with the trader’s name and other details to meet increasingly strict regulatory requirements.
- Customer Relationship Management (CRM) or Enterprise Resource Planning (ERP) systems Integration. These integrations can be used to correlate the CRM/ERP database with the customer interactions recording database for easy retrieval of recorded interactions. NICE’s ScreenSense customizable technology enables the tagging of calls with information from user screen applications, as well as the automatic triggering of recording based on screen events.
Enterprises and Contact Centers Computer Telephony Integration
NICE solutions provide outstanding functionality in an increasingly complex CTI environment. NICE has created a range of CTI integrations with the following vendors:
- Alcatel-Lucent
- Aspect
- Avaya
- Cisco
- Ericsson
- Genesys
- Mitel
- NEC
- Nortel
- Siemens
- Others – on request
Trading Switch Integration
NICE provides trading floor switch integrations with solutions from:
CRM and End User Applications Integration
The following NICE tools enable integration with a range of CRM and ERP systems and end-user applications:
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