VoIP Enterprise News: NICE Solution Revolutionizes Enterprise Branch VoIP Recording
Sets new records for reliability and unprecedented low total cost of ownership for deployment to thousands of branches
NICE Systems Ltd. (NASDAQ:NICE), a leading global provider of advanced solutions that enable organizations to extract Insight from Interactions to drive performance, today announced that its enterprise branch VoIP recording is available on the Cisco Application eXtension Platform (AXP), which was introduced by Cisco today. The new solution represents a breakthrough for enterprise branches and distributed small contact centers that require recording of customer interactions, ensuring compliance with regulations, improving business efficiency and dispute management, as well as for enhancing the customer experience at the branch level.
While new electronic methods emerge today to serve as additional customer touch points, customer interaction in the branch office remains the most preferred and utilized channel. Accordingly, the quality of service provided by branches has become a major priority for the enterprise, making branch recording instrumental for improving customer experience and ensuring customer loyalty. In addition, compliance with new financial regulations and risk management are also driving the need to record customer interactions at branch offices.
The NICE solution enables enterprises to locally record customer interactions at thousands of branches due to the unprecedented scalability and the high level of reliability provided by the Cisco AXP. NICE also announced that it joined the Cisco Technology Developer Program supporting the Cisco AXP.
This approach of integrating NICE VoIP recording software on the Cisco AXP results in a minimal footprint in the branch and avoids the cost of installing, managing, and maintaining hundreds to thousands of remote servers. Furthermore, since it is not reliant on network connectivity, recording continues even during network downtime, meeting the mission-critical and compliance requirements for 100% up-time.
With this solution, organizations can improve the customer experience, ensure customer loyalty, and enhance operational efficiency in branch offices.
“Cisco’s collaboration with NICE delivers new levels of scale, high security, and deployability for distributed VoIP recording,” said Dave Frampton, Vice President of Marketing for Cisco’s Access Routing Technology Group. “With the integration of NICE software on the Cisco AXP module in the Cisco Integrated Services Router, customers will have both lower cost of ownership and higher levels of security in the remote office.”
“We are excited to introduce this leading edge solution with Cisco which brings together the innovation and market leadership of both companies in providing major benefits to our customers, changing the way recording is done in enterprise branches and distributed environments,” said Zvi Baum, President, Enterprise Interaction Solutions at NICE.
About NICE Systems
NICE Systems (NASDAQ:NICE) is the leading provider of Insight from Interactions solutions and value-added services, powered by the convergence of advanced analytics of unstructured multimedia content and transactional data – from telephony, web, email, radio, video, and other data sources. NICE’s solutions address the needs of the enterprise and security markets, enabling organizations to operate in an insightful and proactive manner, and take immediate action to improve business and operational performance and ensure safety and security. NICE has over 24,000 customers in more than 135 countries, including over 85 of the Fortune 100 companies. More information is available at http://www.nice.com.