Call Center -- Speech Analytics
Gold Award:
NICE Perform Release 3
The call center software from Israel-based NICE Systems offers a range of voice analytics functions, including speaker recognition, emotion detection, keyword spotting and talk analysis. It also includes the Voice over Internet Protocol (VoIP) Recording Gateway, a first-of-its -kind tool that centralizes all recordings and eliminates the need for many separate recording units. This software package also includes the NICE Perform Compliance Suite, with tools to detect irregularities and allow for easy investigation if needed.
"NICE provides a powerful combination of speech analytics and interaction analytics," according to one judge. "It combines innovative speech analytics with data accumulated through the interaction. Both sets of data are used to understand more about what is happening during the call. NICE has also centralized IP recording for reduced costs with multiple sites."
NICE Perform also offers increased analytics accuracy to its customers, and uses agent screens and customer feedback to provide thorough information.
"NICE has begun the process of using the analytics for customer value by enabling policy enforcement through proactive compliance, ensuring best practices execution, and detecting irregularities," said one judge.
Pricing for NICE Perform can run from several hundred to several thousand dollars per seat, depending on the configuration.