Nice going

Work Study

ISSN: 0043-8022

Article publication date: 1 February 2000

Citation

(2000), "Nice going", Work Study, Vol. 49 No. 1. https://doi.org/10.1108/ws.2000.07949aad.005

Publisher

:

Emerald Group Publishing Limited

Copyright © 2000, MCB UP Limited


Nice going

Nice going

NICE Systems, a leading global provider of quality management solutions for customer contact centres, has announced the release of its NiceUniverse LIVE software application. A standalone quality management solution, NiceUniverse LIVE enables customers to immediately deploy automated quality management alongside their existing agent observation programs at a low cost. For the small contact centre, NiceUniverse LIVE offers an affordable solution allowing them to introduce advanced quality management practices and enables their centre to grow in size and sophistication. For the large call centre enterprise licenses enable the customer to distribute the application across multiple centres within their existing call centre environment. The NiceUniverse LIVE system can be used to create customised evaluation forms, to grade agent calls on-line and to consistently generate reports. It provides an easy-to-use, centralised quality management database independent of recording interfaces. The system's easy-to-use on-line wizards for scoring template and report designs simplify any learning curve and enable simple customisation. A layered security system also allows the user to control all levels of access to information. When the customer is ready to move to or expand their CTI recording of voice and screen, they will be able to make a natural transition to NICE's comprehensive family of recording solutions. NICE's corporate headquarters are based in Israel with subsidiary companies and local offices in the USA, Canada, Germany, UK and France. For more information, visit the Web site at: http://www.nice.com