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When BTAS chose to focus on the Contact Centre marketplace they secured all the relationships and access to products to enable a complete solution to be implemented. The focus with these suppliers has been to ensure that a “Best of Breed” approach was taken when selecting suppliers. NICE Systems was selected in the recording area for its flexibility, stability, service and leading edge technology.

NICE Systems focus is on Customer Experience Management (CEM). Toward this end they have a four faceted focus, with the facets being: CAPTURE, EVALUATE, ANALYSE and IMPROVE.

The NICE suite of multi-award winning products can be grouped under the above categories as follows.

CAPTURE: NiceLog Systems, NiceCall Focus, NICE VoIP Recording, and Screen Sense.

  • NiceLog is a market-leading, secure, scalable, voice recording and Real-Time Monitoring System, with state-of-the-art system administration. It interfaces with a very broad range of ACDs, CTI Middleware and Predictive Diallers
  • NiceCall Focus is an entry level, full-featured compact recording system based on the same technology that powers NiceLog. It supports configurations up to 32 analog or digital inputs, 24 ISDN inputs and up to 20 simultaneous playback options of Voice over LAN
  • NICE VoIP Recording is based on NiceLog technology and provides scalable VoIP recording capabilities while simultaneously providing recording of traditional voice calls. This facilitates smooth migration to VoIP. NICE VoIP monitors and captures RTP packets in IP streams, and can work in Passive mode, and records on demand in Active mode. The common VoIP gateways, including H.323, MGCP, Cisco's Skinny, are all supported.
  • Screen Sense is the industry's first no-integration-needed software that lets managers automatically initiate the recording of customer interactions based entirely on what takes place on the agent's desktop - such as entering a certain value or using the "help" function.

EVALUATE: NiceUniverse, NICE Feedback and NiceAdvantage

  • NiceUniverse is a very comprehensive quality management system based on an open and scalable platform. It is an integrated solution that captures voice, email, chat, screen activity and essential call details, along with time saving tools and analysis applications. NiceUniverse can ensure that agents are utilising applications efficiently, custom-builds evaluation forms easily, quickly locates a precise call using more than 50 different search criteria, and sets quality benchmarks.
  • NICE Feedback is an IVR (Interactive Voice Recognition) based survey system. It enables contact centres to develop surveys that obtain customer satisfaction feedback immediately after the call with an agent.
  • NiceAdvantage is a cost-effective single-server quality monitoring program, with the advanced quality management functionality of NiceUniverse

ANALYSE: NICE Analyser and NICE Link

  • Nice Analyser is a powerful Web-based data analysis application that enables contact centre managers to turn the wealth of data generated by a contact centre into knowledge. NICE Analyser's fast and intuitive query builder enables managers to mine their customer interaction data and create a wide variety of reports. These reports can be based on information accessed across an unlimited number of call management systems, switches, and NICE loggers, providing an enterprise-wide view of a customer's experience.
  • NICE Link is an interface to CRM applications. It is a fully integrated and transparent solution that enables contact centre managers to capture, retrieve and playback customer interactions directly from their Customer Relationship Application. Recordings may be triggered in real-time using predefined rules based on particular business needs.

IMPROVE: NICE Learning and NICE Executive Connect

  • NICE Learning is a comprehensive electronic learning and assessment solution, that delivers multimedia e-training directly to the agent's desktop. NICE Learning is based on a partnership between NICE Systems and Knowlagent, and includes built-in assessments.
  • NICE Executive Connect is a customer experience management solution that allows executives and managers to listen to customer interactions anytime, anywhere. It gives executives dial-in access to their contact centre, bridging the gap between executives and the company's customers.

BTAS provides the first level of support on the NICE product range and takes ultimate responsibility for delivering a superior level of service and support to the end user.

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