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Video-Enabled Contact Centers Get NICE New Recording Help

Video-Enabled Contact Centers Get NICE New Recording Help
By Jennifer LeClaire

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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...)

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