NICE Interaction Management

The voice of the customer is a powerful and often underutilized resource. When harnessed, it can help organizations improve operations and develop a competitive advantage. NICE Interaction Management allows organizations to capture interactions, analyze drivers behind customer calls, improve Quality Management, and ensure regulatory compliance.

NICE Interaction Management Capabilities and Benefits:

Captures 100% of customer interactions, including non-voice communication such as video, chat, and email, and stores all recorded data securely on a single platform
Supports most telephony environments, including VoIP, traditional TDM, and hybrid networks allowing for a seamless transition as your technology needs grow and change
Unparalleled flexibility with the option of on premise and cloud deployments as well as multi-site recording to optimize the use of resources
Ability to set flexible recording rules specific to the requirements of different departments or groups, including branch operations or agents working from home
Real-time capabilities allow managers to listen to calls as they happen for Quality Assurance, dispute resolution, and to identify sales opportunities
Powerful analytics provide insights from customer interactions on how to enhance performance, optimize processes, and address drivers of dissatisfaction
NICE’s Customer Interaction Management solutions enable you to capture the opportunity in every interaction. It is highly scalable and has the ability to record and store interactions from thousands of channels on a single server.

Course Opening
Introduction to NICE Interaction Management
Telephony Overview
Networking Basics
System Architecture
System Preparation & Installation Overview – Software Preparation
System Preparation & Installation Overview – Site Readiness
System Preparation & Installation Overview – Site Implementation
NICE @ Your Fingertips
Day 1 Review & Applications Demo
SQL Introduction
Databases Part 1 – Database Structure
Databases Part 2 – Data Mart and the Analysis Cubes
Applications Server
Interactions Server Overview
CTI Integration
Cisco JTAPI Integration
Interactions Center
Recording Environments
VoIP Recording
VoIP Loggers
System Administrator
User Administration
Introduction to Channel Mapping
VoIP Channel Mapping
RCM and Channel Mapping
Passive VoIP Mapping
Screen Recording
Screen Channel Mapping
Screen Recording Configuration
Introduction to Storage Center
Storage Center Configuration
NICE Sentinel – Functional Review
NICE Sentinel for Customer Support
Health Check Reports – Overview
Health Check Reports – Reports & Archiving Reports
Import & Export Utility
Log Collector
Tracing a Call in the Interactions Server
Course Summary