NICE announced the release of its quality management solution NICE Quality Central.
The company said Quality Central is the only recording-agnostic, enterprise-scale solution of its kind in the market.
The solution incorporates all types of customer interaction data, drawn from any source, into a comprehensive evaluation process. This enables organizations to increase employee engagement, improve process efficiency, and deliver a superior customer experience.
NICE promises the solution will reduce average handle times by up to 30 percent, improve first call resolution by up to 40 percent, increase sales effectiveness by up to 20 percent, cut call hold times by up to 25 percent, and boost customer satisfaction by up to 40 percent.
Miki Migdal, president of the NICE Enterprise Product Group, said: “In today’s omnichannel environment, it is critical for organizations to maintain a unified view of both agent and customer behaviors in order to understand where improvements are needed across the enterprise.”
“ NICE Quality Central addresses this need, helping companies create a single, coherent quality overview, and ensuring that processes and performance align with business goals. This is yet another critical step toward reinventing customer service.”
Additional capabilities include, updated reporting , complete automation with customized workflows, works with any recording solution or data source and the solution can be deployed as part of the NICE suite of workforce optimization (WFO) applications, fully integrating with NICE WFO tools such as Nexidia Analytics.