A Revolution in Contact Center Recording

How AI is powering agile, comprehensive recording for quality and compliance.

Just a few years back, the role of IT in the contact center focused largely on managing complex systems. Today, that environment has changed. As the cloud transformed how companies operate and how consumer prefer (and expect) to interact with the brands they do business with, IT found itself in a new role: that of delivering simplicity everywhere, with solutions that are easy to deploy, maintain and upgrade.

To deliver on this mandate, organizations have increasingly turned to AI, automation and the cloud to transform how they work. One of the critical functions that has seen a leap forward in terms of innovation is in how contact centers record interactions.

AI simplifies set up, allowing users to define what they want to record and automating how to do it.  Contact centers can leverage a single suite for recording, compliance and quality management.

When compliance is embedded into a comprehensive recording solution, contact centers have access to automation and actionable insights to optimize operations, simplify processes and monitor and manage all compliance-adherence activities.  When quality management is deeply integrated into the recording solution, supervisors or quality analysts can effortlessly review recordings to determine whether agents are following call flows, building rapport, offering cross-sell products, controlling the interaction, providing accurate information and more.

What We’ve Done to Offer You the Best Modern Recording Solution

AI, automation and the cloud are enabling contact centers to evolve in how they leverage recording, but not all solutions make the most of the latest technological advances. We’ve developed a solution that does. To meet the demands of the modern contact center, NICE InterACT:

• Leverages a sustainable platform. The recording system you choose should be adaptive, built for scale, built to recover from multiple failures and secured by design. It should ensure superior business continuity without compromising on ease of use. 
• Can be deployed in the cloud or on premise—or anything in between, so you can migrate gradually to the cloud if that’s best for your organization. When based on cloud architecture, with all components being microservices, recording is highly scalable and flexible.  
• Is laser-focused on the user experience. With a modernized UI and the latest UX technology, today’s leading recording solutions provide the seamless experience expected today. Consider a solution with applications that are HTML 5-based, consume zero footprint on the user desktop and work with any browser.  
• Enables AI-powered recording. With a set of actions, processes, rules and decisions that can automate a large portion of the manual day-to-day actions, AI-powered recording removes the need to configure how to record and frees up IT for more pressing business initiatives. Because AI automatically adapts to interaction channels, recorder configurations, extensions and data sources and does the heavy lifting for you, based on the policies you define, you can unlock easier, faster, fully automated deployments.  
• Offers the ability to embed quality and compliance solutions into the recording solution. By leveraging automation and AI, a contact center recording solution can reduce human error risks.  
• Delivers the simple, seamless experience today’s consumer demands. Whether in the cloud or on prem, modern recording solutions provide a perfect customer experience using applications in any system deployment mode.  

AI-powered recording changes the game for the contact center, reducing complexity so contact centers can spend more time on what they need to record—not how they do it.  Learn more about how NICE InterACT is helping contact centers move into the future and simplify daily operations with a comprehensive suite for recording, compliance and quality management.