NICE and Airbus VESTA 9-1-1 Recording Integration
February 23, 2017
As PSAPs face rapidly changing technologies and increased citizen expectations, adopting text-to-9-1-1 and other future-ready NG9-1-1 communications is essential - and strong integrations between your Public Safety technologies are key.
NICE and Airbus have teamed up to equip PSAPs with integrated, end-to-end solutions for managing text-to-911 and future NG9-1-1 multimedia communications.
March 31, 2016
Creating the perfect customer experience is the goal for most organizations. Yet actually achieving this is a real challenge, and this has much to do with the current agent experience.
Today’s Contact Center and Back Office agents are tasked with managing many complex processes and applications simultaneously. Real-Time Solutions have been designed to help agents focus on the right thing, at the right time. By reducing agent desktop complexity and clutter, they can focus on the customer - calls are handled faster, less mistakes are made, agents are fully focused on the customer complex processes.
Text to 9-1-1
February 25, 2016
For Public Safety Answering Points (PSAPs), recording everything that goes on is critical. As texts to 9-1-1 become more prevalent, the recording and archiving of these text messages is becoming just as important as recording a traditional 9-1-1 call.
While Text to 9-1-1 is all the buzz lately, only 8% of PSAPs are actually accepting messages. Everyone recognizes the growing need to accept texts to 9-1-1, so why aren’t more PSAPs accepting text messages, and what’s the best approach to start?
Watch our webinar on Text to 9-1-1 to learn more about how Text to 9-1-1 fits in the overall Next Gen 9-1-1 framework, deploying Text to 9-1-1, and available solutions and integrations.
Value Added Services for Recording Solutions
January 28, 2016
Compliance Recording can be a challenge for financial organizations of all sizes. Solutions have simultaneously become more crucial for compliance and more complex in terms of design and upkeep.
Watch our webinar on Value Added Services for Compliance Recording to learn more about our customizable solutions to many common problems:
- System Design & Configuration Consulting
- How to Manage Legacy Systems & Data
- Enhanced Managed Services – Remote Monitoring, Retention Programs for Retired Assets, and more.
Incident Information Management for Public Safety
October 29, 2015
Managing Incident Information can be a challenge, even in small organizations. As technology advances and the public continues to embrace the latest trends, the amount of digital evidence will continue to increase.
Our webinar on Incident Information Management for Public Safety & Security environments discusses what Incident Information is, how to bring it together, keeping it secure, extending both the context and security to partners, and lastly, how Incident Information can be effectively and efficiently managed and shared.
Watch now to learn more about Incident information management and some of the outstanding investigative tools available that can be leveraged to share incident information with public safety partners in a secure fashion.
Right Product, Right Features for Financial Recording
October 15, 2015
Recording systems in Financial Service Environments are built for compliance and verification. When designed, implemented, and supported properly, these systems offer 100% recording through a simple, but powerful, platform.
Unfortunately, many companies struggle with their call recording system for a variety of reasons - They were sold the wrong system for their environment, strict IT security polices impact functionality, and/or frequent system failures.
PCI: Ensuring Your Call Recording Systems Are Compliant
September 24, 2015
The PCI Data Security Standard (DSS) version 3.0 has been in practice for a couple years now, yet approximately 41% of Contact Centers are currently non-compliant. Is your organization compliant with these new regulations?
The risks and challenges relative to call recording and PCI compliance are unique and can be confusing – our webinar will clarify the requirements and regulations, address the specific impact it has on your call recording, and discuss solutions to ensure your organization is compliant. As Contact Center Subject Matter Experts, we know the requirements around processing, storing, and transmitting credit card information, and how to ensure your call and screen recording systems are compliant.
Managed Services for Call Recording
June 25, 2015
Without proper proactive management, customer service and support, call recording users risk losing recordings making them subject to litigation, fines, and complaints that result in tangible loss.
Recent studies have found that fines and litigation costs currently exceed $1 billion annually, and further compliance and new regulations are expected to double over the next 3 years.
Building on our strong foundation of exceptional professional services, we’ve developed Enhanced Services to comprehensively address all potential support needs of call recording users. These customized add-on services protect customers from potential fines and litigation: Remote Monitoring via our Network Operations Center, Managed Administrative Support Services, Custom System Routines, Intelligent Automated Routines, Operational Assessments, and Functional Integrity Checks.
NICE Evaluator for Public Safety
May 28, 2015
In a public safety environment, it is crucial that dispatcher performance and agency processes be reviewed and evaluated for continuous improvement. NICE Evaluator is a valuable and flexible application that provides actionable insight.
Evaluator allows users to monitor and review individual or shift performance as well as an entire incident, involving multiple dispatchers and officers, to identify knowledge gaps and ensure adherence to protocol.
Supporting Today's Compliance Recorders
May 21, 2015
Between government regulations and increased internal compliance practices, the call recording solutions deployed at organizations have never been of more importance. Companies have been changing their approach to procuring, installing, and most importantly, supporting these systems to ensure uptime and compliance.
Additionally, call recording solutions are no longer simple, appliance-like systems. Their functionality and performance is critical, and installing and maintaining them is more complex than ever.
Ensuring that your solution is functioning correctly is of the utmost importance, and we will share our insight gathered over many years in the industry on how to successfully achieve compliance, risk mitigation, and business continuity.
Call Recording with Quality Monitoring in the Cloud
March 26, 2015
Strong contact center quality programs have never been more important. Poor customer service has resulted in $84 billion lost annually and a staggering 71% of consumers switching to competitors. To avoid these tremendous losses, it’s essential to properly manage, coach, and train your contact center agents – and the best way to do so is with a robust quality management program.
Quality Management solutions enable contact centers to improve quality and agent satisfaction through efficiently scheduling staff, identifying knowledge gaps, assigning targeted coaching, and improving agent productivity.
With high agent turn over, and 75% of contact center budget invested in staff, finding the resources to develop this program is a common challenge. Luckily, with cloud-based solutions, a cost effective way to achieve your quality initiatives exists.
Streamline Video Content with NICE Inform Organizer
February 26, 2015
For today’s Public Safety organizations, incident-related data comes in various formats and from multiple sources – police body cameras, dash cameras, surveillance cameras, cell phone video footage, and more. Being able to synchronize all recorded video and audio in an organized and clear way is crucial to gathering key insights and streamlining investigations.
NICE’s Inform Organizer allows organizations to create a chronological and comprehensive view of an incident by synchronizing all related multimedia data, including video, voice recordings, and text-to-9-1-1, to provide a complete, 360 degree view of an incident in a secure format. Related files, such as documents and photos, can be stored and shared alongside the voice and video timeline.
Revolutionizing Workforce Optimization
October 29, 2014
Our webinar discusses our Transformation Model that provides a framework to identify where you are today, discuss the five key components critical to optimization, and demonstrate the Knoahsoft Harmony solution – a robust Workforce Optimization system that provides organizations with the tools to achieve real results.
When call recording solutions, quality monitoring software, and workforce management applications are designed, implemented, and supported properly, contact center operations are able to fully realize the efficiencies and value of an optimized workforce.
To watch our Workforce Optimization webinar, click here!
July 30, 2014
Workforce Management solutions help companies most efficiently manage their contact center with robust features including forecasting, scheduling, request handling, communication, reporting, and performance management.
Workforce Management makes achieving a balance between Operational Efficiency and Customer Satisfaction a reality. Between 70% and 80% of a Contact Centers monthly expenditures is agent/human asset related – so a small increase in forecast accuracy equates to exponential savings. In fact, ROI for WFM is realized between 90 days and 9 months in a typical environment.
To watch our Workforce Management webinar, click here!
Understanding Speech Analytics for a Successful Implementation
January 22, 2014
Speech analytics is one of the leading technologies being implemented in contact centers today. While there are many compelling reasons to invest, speech analytics can be a complicated and confusing product to navigate. Our webinar, ‘Understanding Speech Analytics’, aims to clarify key aspects to this growing technology.
With a litany of solutions and options available, it’s possible to deploy a speech analytics system that improves your quality monitoring program and yields a positive return on your investment. However, we’ve learned that it’s more common for organizations to focus on the bells and whistles manufacturers promote – which are often neglected by end users and/or a poor fit for their unique environment.
There are three main factors that contribute to a successful deployment: well identified business objectives, a strong understanding of the technology and how it works, and the subsequent utilization of proven best practices. To learn more about the technology of speech analytics, and how to productively implement a solution in your contact center, click here!
October 16, 2013
Today’s workforce is drastically different with the emergence of the millennial generation. Employees are younger and more tech savvy, and as a result, have a unique set of expectations that require a different management approach. In Contact Center environments, the involvement and management of employees has always been critical to operational efficiency. Workforce Management tools and applications address this dynamic change, and allow Contact Centers to achieve their optimal state.
Coach the Coach
September 18, 2013
Our Coach the Coach webinar discusses the tremendously positive impact a robust coaching curriculum, that drives agent behavior through actions, can have on your environment. With our specialized knowledge, we recommend strategies that allow organizations to achieve improvements in many of their key objectives. In a time when we are all being asked to do more with less, implementing a proven and successful 'Coach the Coach' curriculum is a guaranteed way to improve your operational efficiency.