NICE Uptivity Analytics Speechand ScreenUncover and apply insights to drive workforce engagementYour agents’ daily customer interactions produce rich amounts of data just waiting to be mined. Find the most valuable nuggets of insight with powerful, automated analytics that help you capture and pinpoint the voice and screen data that matters most.

The NICE Uptivity suite of analytics solutions unlocks the hidden value within recorded voice and desktop interactions, combining best-of-breed technologies to quickly categorize and analyze agent-customer communications. Ours is a unified analytics platform, with a scalable analytics engine as its foundation, combined with neural network-based language models optimized for telephony audio, and a BI engine designed specifically for the contact center.

3

Transform every interaction into

a growth opportunity

Evaluate the effectiveness of agent contact handling. Identify reasons behind customer churn. Ensure adherence to compliance mandates. Recognize good performance and apply learnings to boost coaching and training efforts. A number of business use cases can benefit from an automated analytics solution.

Uptivity Desktop Analytics extracts relevant data from your desktop applications during customer interactions then attaches that data to recorded calls. Use this data to gain valuable insights on agent performance and interaction outcomes. Streamline and improve your quality management processes by targeting interactions for review and incorporating business data into agent coaching. Analyze interactions by customer, product, case number, or order value to understand why customers are contacting you and to assist in first call resolution using evidence-based data to drive your decisions and actions.

Desktop Analytics enables a consolidated, comprehensive record of each interaction and makes subsequent search and retrieval of specific customer/agent exchanges easy to find and access.

Uptivity Speech Analytics gives you the ability to put virtual ears on thousands of calls, capturing relevant points of interaction based on the business-critical keywords and phrases you identify. Use this data to draw conclusions and make better decisions based on a multi-level understanding of voice call content. Process calls from all customer interactions. Use rule-based logic to target analytics processing to calls handled by specific agents or queues. Choose from over 50 languages, or combine languages for multilingual contact center analytics.

4

Combine screen and speech analytics for more effective workforce engagement managementIf you’re like most medium-sized companies, you simply don’t have bandwidth to monitor every contact center call, which typically average more than three minutes each. But if you don’t, a tremendous amount of valuable insights often go untapped.

• Are compliance measures covered?

• Are agents validating customer account information properly?

• Are they providing the right answers?

• What’s contributing to customer churn?

Without a way to consistently capture and evaluate voice data, you lack the actionable insight to effectively manage your workforce and improve customer satisfaction. Uptivity Speech Analytics makes sure the voice data you collect is accurate and meaningful by giving you a complete tool set that includes:

Phonetic Indexing Enable predefined word and phrase

identification to more easily categorize calls.

Key word/ phrase spotting

Analyze call recordings for the most telling

keywords.

Silence detection Detect areas needing process improvement.

Confidence scoring Ensure accuracy

and minimize false positives.

Business Intelligence Bring key data points together from across

call center activities for better decision-making

and planning.

Secure screen recording and file storing strengthens complianceIndustry regulations such as Payment Card Industry (PCI) compliance can be challenging and pose serious business risk when not followed correctly. Uptivity Desktop Analytics allows to you continue recording of customer voice interactions and associated agent desktop activity for compliance and quality management purposes while securely storing those recordings according to PCI Compliance standards.

You get the benefit of analytical data but ensure sensitive payment information is not captured or retained by call and desktop recordings. This level of security provides similar risk management measures for HIPAA, MiFID, Sarbanes-Oxley and other industry-specific regulations.

NICE Uptivity, part of the industry-leading NICE suite of contact center technologies, provides workforce engagement management tools designed precisely for mid-market operations—complete, flexible, easy-to-use—that generate real-time data analytics to drive stronger operational performance and better customer experiences.

Copyright © 2017 NICE Systems. All rights reserved.

NICE Uptivity empowers midmarket contact centersContact center success starts with greater visibility into what’s working and what’s not. Armed with concrete, accurate interaction data, you can take quick action to raise the quality of workforce engagement and customer satisfaction. Uptivity offers specific value for small- to medium-sized organizations, such as:

Low total cost of ownership (TCO) – Minimal hardware requirements, fast implementation and no expensive professional services engagements combine to deliver a low TCO.

Fast time-to-value – Analytics delivers business value sooner, without the need for lengthy upfront assessments or calibration periods.

Small hardware footprint – A single server can analyze up to 12,000 hours of calls per day (the equivalent of over 1700 agents working eight-hour shifts). Additional servers can be added as needed.

Easy-to-use – Analytics does not require a dedicated analyst to operate. Results are intuitively displayed within the interface, and are easily fine-tuned.

Learn more about Analytics and our other Uptivity product suite solutions at www.nice.com/websites/NICEUptivity.