World
leading quality management solution for contact centres of more
than 100 agents, designed to improve customer relationship management.
Built on an open platform, Nice Universe can grow with the call centre,
offering modules providing the ability to capture voice calls, email,
chat, and screen activity, as well as providing comprehensive analysis
tools to help managers improve performance.
Ideal for large sites or multi-site operations, Nice Universe provides
secure remote access to recorded calls via the Internet. Full automation
of voice, data and screen capture ensures consistent, regular, quality
monitoring across large and difficult-to-manage environments, setting
performance benchmarks.
Nice Universe
enables managers to assess training needs, by listening to calls
and simultaneously monitoring screen activity, and to ensure that
agents are using CRM software solutions effectively.
Business Systems adopts a customer focused, results orientated approach
to quality management. As part of the sales process we will provide
ROI estimates and when you choose Nice Universe you will automatically
be provided with Contact Centre 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 of
Contact Centre Consultancy.
Key Features |
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Playback via phone, speaker, LAN or Internet |
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Choice of multiple recording schedules for voice,
screen or data |
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Recording schedules by agent, group, type of call
or email, DNIS or CTI |
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Real-time monitoring |
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On screen evaluation forms for calls, CRM software usage,
and emails/web transactions with forms designer |
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Locate calls, emails or web chat using 50 different
search criteria |
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Integrated reports builder with standard reports
and colour graphs |
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ODBC SQL compliant database |
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Emailable recordings save to .WAV or .AVI |
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Comprehensive systems administration to manage
users securely |
