Nice systems has launched NiceUniverse, its new integrated call centre product, at Call Centre 98.
The product, which automatically records both voice conversations and agent-screen sequences, is designed to help call centre managers measure agent performance and improve quality of customer service. Other features include a versatile recording scheduler, synchronised playback of recorded voice and screen data from any PC on the LAN, on-line evaluation forms and customised reports. NiceUniverse is based on advanced CTI capabilities and interfaces with the leading ACDs including Aspect, Lucent and Nortel.
Rami Lazar, senior vice president of CTI sales and marketing at Nice Systems, said: "Quality measurement is an increasingly important part of call centre management. The launch of NiceUniverse means that our customers can take full advantage of advanced CTI technology to manage more effectively and improve the service provided by call centre agents."
NiceUniverse is available now, priced at #38,000 depending on the size of the application and whether voice or voice and data are included.
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