NICE Systems [1] has made its enterprise branch VoIP recording available on the Cisco Application eXtension Platform (AXP). The new solution enables enterprise branches and distributed small contact centers to record customer interactions for analysis, dispute management, and regulatory compliance.
Since many people prefer to deal with branch offices (local, convenient), even in an age of web portals and centralized call centers, recording customer interactions in order to improve customer experiences and spot local business trends is a Good Thing. The NICE solution enables enterprises to locally record customer interactions (i.e. phone calls) at thousands of branches by leveraging the scalability and reliability provide by Cisco AXP.
The NICE/Cisco AXP combination results in a "minimal" footprint in the branch and avoids the cost (and headaches) of installing, managing, and maintaining hundreds to thousands of remote servers. Since the solution is not reliant on network connectivity, recording continues even during network downtime, meeting mission-critical and compliance requirements for 100 percent up-time.
For more:
- Read the NICE Cisco AXP press release [2]
Related articles:
NICE Selected by Go Daddy [3]
Links:
[1] http://www.nice.com/
[2] http://www.fiercewireless.com/press-releases/nice-solution-cisco-application-extension-platform-revolutionizes-enterprise-branch-v
[3] http://www.fiercewireless.com/press-releases/nice-selected-go-daddy-group-its-adaptive-interaction-analytics-solution-voip-environ