Every conversation with your customer is an opportunity to improve your business operations. The data collected through discussions on the phone, over chat, and through SMS powers actionable opportunities for better customer satisfaction.
The challenge for many of today’s business leaders, is figuring out how to assess conversations from multiple different channels in the customer journey accurately. Nice AIR and Engage platform could be the ultimate solution. Ready to integrate with all major vendors of contract centre infrastructure, NICE Engage, and AIR can help businesses collect more value from every CX avenue.
Today, we’re going to take a closer look at what Nice AIR and Engage can do.
NICE AIR and Engage Platform Review: Features
In a world where thousands of interactions are happening on multiple channels for businesses and customers each day, NICE Engage, and AIR combine the features companies need to surface true value from every discussion.
NICE Engage and AIR (Advanced Interaction Recorder) offer a recording solution for the NICE contact centre environment. The combined functionality allows businesses to record interactions on any channel for intelligent quality management, compliance, business insights, and authentication. According to NICE, this aligned solution is the answer to the cost and efficiency challenges facing the modern contact centre.
Customers of NICE AIR and Engage benefit from the NICE comprehensive portfolio of contact-centre solutions, where they can find additional tools for quality management and analytics too. The features of NICE Engage and AIR include:
- A single solution for management and retrieval
- Third-party and business app integrations with Connect API
- Business continuity: A multi data centre solution for peace of mind. Real-time solutions for low-latency streaming and recording
- Future-proof contact centre integrations
- Unrivalled scalability of up to 5,000 channels per server
- Advanced compliance with certification from HIPAA and PCI DSS
- End to end encryption, pause and resume automation, and flexible retention management
- Omni-channel support across video, voice, mail, chat, and social media
NICE AIR and Engage Platform Review: Benefits
Engage and AIR from NICE provide businesses with a secure, scalable, and robust platform for recording and managing interaction data from multiple channels in one space. The flexible and comprehensive call recording solution can have a significant impact on all parts of the modern business. IT teams get the advantage of being able to monitor all channels in one place, while compliance teams can ensure policies are followed on every channel.
Thanks to NICE’s approach to flexible deployment and customisation, companies can also easily adapt their Engage and AIR solution to suit their operational needs. You’ll have support for thousands of streams in one platform, as well as capturing, forwarding streams in real-time, archiving and recording. Benefits of NICE AIR and Engage include: