Seven Reasons to Select NICE Quality Central. The Quality Management. Superhero. Guide to Automation

Transcription

1 Seven Reasons to Select NICE Quality Central The Quality Management Superhero Guide to Automation

2 MOVE TO NICE QUALITY CENTRAL TO SUPERCHARGE YOUR POWERS AND ACCESS: AN AGNOSTIC SOLUTION THAT UNTETHERS YOUR QUALITY PROCESSES FROM YOUR RECORDING SOLUTION. A HOLISTIC VIEW THAT INTAKES ANY INTERACTION OR TRANSACTION DATA SOURCE. CUSTOMIZED WORKFLOWS THAT ALLOW YOU TO AUTOMATE EVERYTHING. BRAND NEW REPORTING TOOLS. Your NICE quality management solution has provided you with many benefits over the years, delivering actionable insights with an automated quality process for evaluating phone interactions between an agent and customers. To meet the demands of today s omni-channel contact center, however, especially one that needs to comply with various rules and regulations, you need a new, more powerful solution. Now is the time to take your quality management program to the next level. Moving to Quality Central brings you new, superhuman powers to automate all quality processes with a single application across all channels. We ve listened to your challenges, and Quality Central delivers on the enhancements you ve been asking for while giving you access to new features, customizable tools and explosive superpowers MODERN TECHNOLOGY ARCHITECTURE THAT ENABLES FASTER FEATURE DELIVERY IN ADDITION TO EASIER UPGRADES. AUTOSCORING OF EVALUATION FORMS. NEW, POWERFUL FORM CAPABILITIES. The contact center is constantly changing. New contact channels, complex skill set requirements and elevated customer expectations are creating challenges and opportunities never before seen. Don t let manual quality processes, limited resources and fragmented quality management programs hold you hostage are you ready to be a Quality Management Superhero and lead the way?

3 1 2 AN AGNOSTIC SOLUTION THAT UNTETHERS YOUR QUALITY PROCESSES FROM YOUR RECORDING SOLUTION. Because NICE Quality Central is not tied to NICE Recording, it can be used with any recording solution and upgrades independently. A recording-agnostic solution enables: quicker access to new features; easier upgrades requiring fewer resources, with no recording downtime; an application and database that are separate from recording, reducing PCI and compliance risk; and a single application that consolidates recording solutions and data across the enterprise. 6 7

4 1 2 3 A HOLISTIC VIEW THAT INTAKES ANY INTERACTION OR TRANSACTION DATA SOURCE (FRONT AND BACK OFFICE). Contact centers have evolved over the years to support more than calls. An agent now handles interactions with a customer from end-to-end, with each new channel bringing unique challenges for support. NICE Quality Central supports any data source, allowing you to automate evaluation, calibration and coaching across all channels, for a unified view of quality from a single application. It allows you to: engage your employees more effectively with improved transparency and insight that allow you to track, analyze and report across all channels; evaluate customer interactions across multiple channels from calls and s to chat and claims processes, follow-up work and compliance auditing for a comprehensive, end-to-end view within your organization; and easily add in new data sources for quality monitoring and auditing.

5 CUSTOMIZED WORKFLOWS THAT ALLOW YOU TO AUTOMATE EVERYTHING. NICE Quality Central boosts operational efficiency with endto-end process automation and customization. New features include the ability to: initiate additional standard workflows, such as audit-theauditor and request rescore, from the evaluation form; easily customize workflows with a graphical display that allows you to drag and drop actions, such as expire and reassign interactions to other evaluators; distribute interactions for evaluation to individuals, groups, a queue or any combination, and add steps easily; and initiate a coaching session directly from an evaluation form to deliver timely feedback to address gaps in procedures or product knowledge. 6 7

6 1 2 3 BRAND NEW REPORTING TOOLS. You can customize data inputs, layout and calculations for reports or access powerful out-of-the-box templates. NICE Quality Central also: enables highly customized reporting, including data inputs, views and calculations; and allows you to examine data from any angle, with more than 200 data points from which to choose

7 1 2 3 MODERN TECHNOLOGY ARCHITECTURE THAT ENABLES FASTER FEATURE DELIVERY IN ADDITION TO EASIER UPGRADES. NICE Quality Central also: works with any browser; allows employees to move smoothly between processes with its clean, intuitive design; and makes it easy to add more data sources to the quality process

8 AUTOSCORING OF EVALUATION FORMS Quality Central makes it easier than ever to take a datadriven approach to customer service and improve agent performance and efficiency. Quality Central allows you to: autoscore forms based on CTI data, such as holds or transfers; and use quality management with speech or desktop analytics to auto-answer evaluation questions based on what is said, how it is said (tone and emotion) and what agents access or click on their computers

9 NEW, POWERFUL FORM CAPABILITIES. We ve listened to our customers and have delivered new, more flexible evaluation forms to make your job faster, easier and error-proof, with enhancements that include: timed auto-save of forms; customized in-application scoring hints for every question; the ability to attach multiple interactions to a form; automatic version management; and the ability to schedule go live dates and more. 6 7

10 One solution can do all this and make you look like a superhero. Upgrade to Quality Central to access countless new features, automate everything, improve transparency and insight, and realize a holistic view of contact center quality from start to finish. About NICE NICE (NASDAQ: NICE) is the worldwide leader of software solutions that deliver strategic insights by capturing and analyzing mass quantities of structured and unstructured data in real time from multiple sources, including, phone calls, mobile apps, s, chat, social media, and video. NICE solutions enable organizations to take the Next-Best-Action to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.