Video-Enabled Contact Centers Get NICE New Recording Help
NICE Systems is staying on the cutting-edge with its latest offering: Contact Center Video Recording. The new solution, which combines the company's real-time audio capture tech with video surveillance for security, helps monitor the quality of service being provided by video-enabled contact centers.
Specifically, NICE Video Recording lets organizations monitor agent performance so they can provide coaching as needed. The video monitoring system aims to help companies better understand not only what was said during a customer interaction, but also what was implied through the body language of the agent and the customer. NICE said these visual cues may help discern the customer's satisfaction or dissatisfaction with the interaction or transaction.
Recording capability can improve compliance and should also help organizations deliver a better customer experience by monitoring and enhancing the quality of service provided via video-enabled contact centers.
"Companies are continuously enhancing their outreach to customers by seeking new channels through which they can better connect and personalize the customer experience," said Yochai Rozenblat, president of the NICE Customer Interactions Group. With the growing popularity of customer service via video-chat channels, contact center video recording can offer a powerful tool for managers.
The Challenge with Video
Research from Gartner points out that real-time visual communications can be helpful for providing richer and more personalized experiences in specific industries such as financial services, telecommunications, and healthcare. In these verticals, video-enabled contact centers allow organizations to extend their geographic reaches and agent availability without having to add customer service personnel.
We caught up with Richard Snow, an analyst at Ventana Research, to get his take on the new video-recording capabilities. He spoke with us about the need for contact centers to become more focused on providing multi-channel service, with companies supporting, on average, seven or more channels.
"Video is a small but growing channel -- less than 10 percent have video in place," Snow said. "The biggest challenge is integrating all channels to give customers a consistent experience."
Snow's research shows that the challenge with video is quality and application. Cameras and bandwidth impact quality, he said. Meanwhile how to best use video -- support for the hearing impaired, guidance on product use, etc. -- is not yet a settled issue.
"As consumers become more familiar with video, such as through the growth of Skype video calls, we expect demand to grow," Snow said. "Vendors such as NICE and ININ are trying to keep ahead of the curve. The basic technology is there, but blending it with other channels is the real challenge."
NICE Acquires Big Data Analytics Firm
In other news from NICE Systems, the Israel-based company just announced plans to acquire Causata, a provider of real-time, big-data analytics technology. Causata's technology will give NICE more visibility into a customer's activities on the Web and apply the insights from that data in real time, across other touch points such as the contact center.
Causata positions itself as a leading provider of Customer Experience Management (CXM) software, built on an HBase big data architecture. The company's predictive analytics and real-time apps help B2C companies to improve the customer experience based on real-time customer data. Its industry-specific applications also help companies increase cross-selling and customer acquisition, while reducing churn. Causata was founded in 2009 and funded by Accel Partners, with headquarters in San Mateo, California and a development office in London.
The Real-Time Connection
Commenting on what Causata brings to the table for NICE, Keith Dawson, principal analyst at Ovum, explained, "One of the biggest challenges enterprises face today is the difficulty breaking barriers between the Web and assisted-service channels, such as the contact center."
"In order to truly understand the customer journey and get the most value from that understanding, companies must know what their customers are doing on the Web, as they do it," he said.
"The key is to then share that insight with the sales, services, and marketing organizations, so that they can act in real time to deliver outstanding, personalized customer service and realize more sales opportunities."