NICE launches agile call recording solution for contact centers

The AI-based recording solution can be deployed both on-premises and in the cloud

Call center employees on their headsets in front of computers

NICE has launched InterACT to help contact centers manage customer interactions more effectively.

InterAct by NICE is an agile, end-to-end recording solution that relies on artificial intelligence (AI) to reduce human error and save time. Automating the entire call recording decision-making process, InterACT automatically adapts to interaction channels, recording devices, extensions, and data sources.

“Unlike traditional recording systems, settings, such as system mapping, do not need to be determined for every integration and scenario,” said NICE.

Highly flexible and cloud-agnostic, the platform can scale up to support 200,000 customer service agents simultaneously.  What’s more, InterACT's microservices-based cloud architecture aids in server optimization and allows any deployment model, including cloud-based, on-premises, and hybrid configuration. The flexibility allows for gradual shifts to the cloud and CXone.

A fully managed customer experience platform, NICE’s CXone connects customer journeys across channels and offers insights from all touchpoints. CXOne Quality Management Analytics, CXone Interaction Analytics, and Nexidia Analytics can all seamlessly integrate into InterACT. 

As for security, InterACT is compliant with the latest standards, including CVSSv3 and TLS1.3. The platform also employs advanced authentication and authorization solutions, such as Active Directory, Active Directory Federation Service (ADFS), Security Assertion Markup Language (SAML), and OpenID.

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NICE also offers a Compliance Center as part of InterACT. The embedded solution offers a centralized UI for monitoring and managing compliance-adherence activities. Furthermore, the NICE Compliance Center offers actionable insights to streamline processes and minimize compliance risks.

“InterACT redefines how organizations record contact center interactions,” said Barry Cooper, president of the workforce and customer experience group at NICE.

“By using a cloud architecture, either in the cloud or on-premise, InterACT scales orders of magnitudes higher than anything previously in the market. Using AI, InterACT simplifies set up, allowing users to define what they want to record and automating how to do it.  In short, InterACT powers agile, comprehensive recording for compliance and quality while paving the way to the cloud and CXone.”

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