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Nice Advantage - Quality Management Solution Status = Discontinued Product Line
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This software solution has been discontinued by the manufacturer. Development will cease in April 2007 and manufacturer support will cease in April 2010.
A comprehensive, cost-effective
quality management solution for contact centres, help desks, service
centres or any organisations with up to 100 telephone based frontline
staff. Nice Advantage quality management software fully integrates
with call recording systems to automate your quality programme,
giving team leaders, supervisors or quality managers more time and
management information.
Nice Advantage provides quality monitoring
tools such as random sampling of voice recording and screen capture,
on-line evaluation forms, trend analysis using graphs and detailed
reports and calibration to ensure consistency between evaluators.
Using Nice Advantage helps automate quality monitoring leading to
regular structured monitoring, resulting in more clearly defined
training objectives. This leads to better training programmes, targeted
to specific skills. The software gives total control enabling selective
recording of only the calls you need, alongside real-time monitoring,
enabling access to calls at any time from desktop workstations.
Nice Advantage comes with specialist quality consultancy to help
you integrate your new solution with quality assurance practices
or to help you establish a programme from scratch. Click here for more information on Contact Centre Consultancy.
Key Features
Selective recording of voice and screen activity
Recording schedules by agent, group, type of call, DNIS or CTI
information
On screen evaluation forms and forms designer software
Reports builder
Comprehensive systems administration to manage users
Integrated consultancy to ensure successful quality programme
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