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OVERVIEW
 
Your contact center is the focal point for building lasting customer relationships. NiceUniverse® is the most comprehensive quality management solution available, enabling your contact center to capture, evaluate, analyze and improve those relationships. NiceUniverse captures voice, e-mail, chat, and screen activity along with essential call details. Analysis tools provide comprehensive results to quickly target opportunities for improvement.
 
NiceUniverse is a key component of your Customer Experience Management (CEM) strategy as it enables the contact center to improve performance, increase productivity and build lasting customer loyalty. NICE Solutions are the preferred choice of more than 65% of Fortune 100 Companies.
 
BENEFITS
 
  • Fulfill all recording needs – meet diverse recording requirements using random, full-time, selective recording and record-on-demand, all in one modular platform.
  • Record interactions throughout the day – create random recording schedules for voice, e-mail, screen or data (by agent, group, type of call or e-mail, DNIS or other CTI information).
  • Monitor and record interactions in real-time – view the work status of your agents and choose to monitor or begin recording during any point in the call.
  • Ensure agents are utilizing applications effectively – playing back voice and screen recording simultaneously reveals agents’ ability to use contact center applications.
  • Custom-build evaluation forms quickly and easily – design any number of on-line evaluations to support your quality program.
  • Evaluate calls, screens and e-mails at your desktop – query, playback, and evaluate performance at your convenience.
  • Quickly locate the precise call you want using more than 50 different search criteria.
  • Ensure fair and consistent evaluations – compare quality ratings side by side across different evaluators using calibration tools.
  • Quickly pinpoint areas for improvement – define training and coaching needs using colorful reports and graphs.
 
FEATURES
 
Scheduling and Recording
 
  • Scheduling parameters: by agent, group, type of interaction, time, day of the week, month, wrap time, CTI data or defined time intervals
  • Random, sequential or percentage recording
  • Various recording systems on one platform (Total, QA, Record-On-Demand)
  • Real-time monitoring
  • On-line status of agents’ calls and e-mails
  • Resource Management for on-line view of recording channel allocation
 
Forms Designer
 
  • Create custom on-line monitoring forms
  • Customizable drop-down lists
  • Subsection forms for skills-based scoring
  • User-definable scoring and weighting formulas
  • Export forms for installation in other locations
 
Playback
 
  • Locate recording using more than 50 different search parameters
  • Locate e-mails by time, subject or sender
  • Playback via phone, speaker or LAN
  • Synchronized playback of voice and screen
  • Control playback with variable speed
  • Skip silence for total productive playback time
  • Save voice calls to *.WAV and *.AUD files, or save synchronized voice and screen to *.AVI files
  • E-mail recordings and evaluations directly from NiceUniverse
  • Attach recordings to each completed evaluation
  • Compare scores across evaluators
 
Reports and Graphics Capabilities
 
  • Crystal Decisions™ reports engine
  • More than 35 standard reports and color graphs
  • Automatic report distribution via e-mail
  • Export reports to Excel, Word, PDF, RTF, XML formats
 
System Administration
 
  • Upload utility for WFM data
  • Ability to restrict access down to specific fields
 
 
  NICE Product Series
 
 
NiceCall® Focus III
 
NICE PERFORM
 
NICE STORAGE CENTER
 
NiceUniverse®
 
NICE VoIP Log
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