Newsletters
News & Information for Technology Purchasers NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
Home Enterprise I.T. Cloud Computing Applications Hardware More Topics...
Communications
Tame your scariest paperwork. Find Out How
Average Rating:
Rate this article:  
Video-Enabled Contact Centers Get NICE New Recording Help
Video-Enabled Contact Centers Get NICE New Recording Help

By Jennifer LeClaire
August 8, 2013 11:18AM

    Bookmark and Share
Video is a small but growing channel for customer service -- less than 10 percent of company contact centers have video in place. However, as consumers become more familiar with video service, demand is expected to grow. In the meantime, NICE is staying ahead of the curve, with innovative new tools to help boost the customer experience.
 



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." (continued...)

1  |  2  |  Next Page >

 

Tell Us What You Think
Comment:

Name:



Salesforce.com is the market and technology leader in Software-as-a-Service. Its award-winning CRM solution helps 82,400 customers worldwide manage and share business information over the Internet. Experience CRM success. Click here for a FREE 30-day trial.


 Communications
1.   Verizon Boosts FiOS Upload Speeds
2.   Bell Labs Pushes Copper to 10 Gbps
3.   Silent Circle Offers Roam-Free Plan
4.   U.K. Wants Data Retention Law
5.   T-Mobile Accused of Bogus Fees


advertisement
Verizon Boosts FiOS Upload Speeds
All the better to share videos, photos.
Average Rating:
U.K. Wants Data Retention Law
After citizens right-to-privacy verdict.
Average Rating:
Silent Circle Offers Roam-Free Plan
Takes on Skype, Viber, Google Voice.
Average Rating:
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
34 European Banks Hit by Android-Skirting Malware
Criminals have been finding gaping holes in Android-based two-factor authentication systems that banks around the world are using. The result: 34 banks in four European countries have been hit.
 
New Web Tracking Technologies Defeat Privacy Protections
Recently developed Web tracking tools are able to circumvent even the best privacy defenses, according to a new study by researchers at Princeton and the University of Leuven in Belgium.
 
Juniper DDoS Solution Aims at High-IQ Networks
In the face of more complex attacks, Juniper Networks is boosting its DDoS Secure solution to help companies mitigate the threats with more effective security intelligence throughout the network fabric.
 

Enterprise Hardware Spotlight
Contrary to Report, Lenovo's Staying in Small Windows Tablets
Device maker Lenovo has clarified a report that indicated it is getting out of the small Windows tablet business -- as in the ThinkPad 8 and the 8-inch Miix 2. But the firm said it is not exiting that market.
 
Seagate Unveils Networked Drives for Small Businesses
Seagate is out with five new networked attached storage products aimed at small businesses. The drives are for companies with up to 50 workers, and range in capacity from two to 20 terabytes.
 
Another Day, Another Internet of Things Consortium Is Born
In the emerging Internet of Things, zillions of devices will be talking to each other. Samsung, Intel and Dell just formed a consortium to ensure each thing can understand what others are saying.
 

Navigation
NewsFactor Network
Home/Top News | Enterprise I.T. | Cloud Computing | Applications | Hardware | Mobile Tech | Big Data | Communications
World Wide Web | Network Security | Data Storage | Small Business | Microsoft/Windows | Apple/Mac | Linux/Open Source | Personal Tech
Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.