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customer interactions. The NICE call recording platform provides businesses with robust capabilities to harness Customer Dynamics by proactively capturing, storing and retrieving interactions taking place at large contact centers, remote branches and small centers.

Customer Interactions Carry Risks

Customer Dynamics—the ongoing, multifaceted exchange of interactions and transactions between customers and organizations—carry liabilities and risks that require close attention. Businesses are subject to growing governmental oversight and regulation. Contact centers supporting retail banks, insurance companies and other industries often are required to record all customer interactions, retain those interactions for a defined period and protect the personal data they contain. Failure to comply with these requirements can result in charges and steep fines from regulators.

Other business needs require call recording, too. With comprehensive call recording capabilities, companies can resolve customer disputes in a cost-effective manner, verify sales and ensure that agents adhere to scripts. And when used in combination with interaction analytics and quality management applications, call recording can improve contact center operational efficiency, enhance customer experience and drive sales.

NICE Delivers Powerful Call Recording for Compliance and More

NICE SmartCenter Compliance Recording enables businesses to capture interactions across multiple channels and uncover customer and business intent—the driving force of Customer Dynamics. From intent, companies can extract insights and apply them to enforce regulatory compliance, improve risk management and prevent fraud. It all begins with call recording.

The NICE call recording platform can record digital and analog media in time-division multiplexer (TDM), voice over IP (VoIP), and session-initiation protocol (SIP)-based and hybrid environments. It seamlessly connects with all major computer (CTI) and telephony switches and CRM systems. It supports 100% call recording, and selective and random recording; and features embedded storage and archiving, robust data security, and comprehensive redundancy and disaster recovery.

The NICE suite of powerful, pre-packaged call recording solutions span:

Contact Center Compliance Recording – Capture, consolidate and centralize interactions across all customer contact channels, including phone, email, online chat and customer surveys.

Branch Compliance Recording – Use as an independent, standalone recording device, or as part of an enterprise-wide architecture, where branch offices are connected to a central data center.

Process Enforcement – Ensure agents adhere to call scripts and customer service processes by automatically identifying policy breaches and providing real-time guidance during customer interactions.

To learn more about using call recording to improve regulatory compliance, download the NICE brochure, “SmartCenter Compliance Solutions: Capture Interactions for Regulatory Compliance and Risk Mitigation.”