Nice Systems on Friday announced the launch of its contact center video recording solution.
The new contact center video recording solution, according to Nice Systems, is aimed at assisting enterprises to offer better customer experience.
“Companies are continuously enhancing their outreach to customers by seeking new channels through which they can better connect and personalize the customer experience,” said Yochai Rozenblat, president of Nice Customer Interactions Group.
The solution is designed to monitor and enhance the quality of service provided via video-enabled contact centers.
The solution combines Nice’s real-time audio capture expertise with its experience in video surveillance for security.
With the launch, Nice Systems is trying to tap the rapidly growing video-based remote customer service market.
Gartner says real-time visual communications can provide a richer and more personalized experience in specific industries such as financial services, telecommunications and healthcare.
In these verticals, video-enabled contact centers allow organizations to extend their geographic reach and agent availability without having to add customer service personnel.
Earlier this year, Nice Systems launched its cloud-based Workforce Optimization (WFO) suite. The new suite – deployed in the cloud — offers Recording, Quality Management, Analytics , Workforce Management, Performance Management, Incentive Compensation Management, and Voice of the Customer.