NICE Enterprise Branch VoIP Recording Available On Cisco AXP

NICE Systems’ (News - Alert) enterprise branch VoIP recording is now available on the Cisco (News - Alert) Application eXtension Platform (AXP). The new solution is ideal for enterprise branches and distributed small contact centers that require recording of customer interactions, ensuring compliance with regulations, improving business efficiency and dispute management, as well as for enhancing the customer experience at the branch level.

 

Vice President of Marketing for Cisco's Access Routing Technology Group, Dave Frampton said in a statement that Cisco's collaboration with NICE delivers new levels of scale, high security, and deployability for distributed VoIP recording.

 

He added that customers will have both lower cost of ownership and higher levels of security in the remote office with the integration of NICE software on the Cisco AXP module in the Cisco Integrated Services Router.

 

According to NICE, new electronic methods have come up to serve as additional customer touch points. However, customer interaction in the branch office remains the most preferred and utilized channel. The quality of service provided by branches has therefore become a major priority for the enterprise, which makes branch recording instrumental for improving customer experience and ensuring customer loyalty. Compliance with new financial regulations and risk management are also driving the need to record customer interactions at branch offices.

 

Leveraging the NICE solution, enterprises can locally record customer interactions at thousands of branches thanks to the unprecedented scalability and the high level of reliability provided by the Cisco AXP. NICE has also joined the Cisco Technology Developer Program supporting the Cisco AXP.

 

NICE further explains that this approach of integrating NICE VoIP recording software on the Cisco AXP results in a minimal footprint in the branch. It also avoids the cost of installing, managing, and maintaining hundreds to thousands of remote servers. Moreover, the solution is not reliant on network connectivity, and thus recording continues even during network downtime, which meets the mission-critical and compliance requirements for 100 percent up-time.

 

Zvi Baum, president, Enterprise Interaction Solutions at NICE expressed his company’s excitement to introduce this solution with Cisco which brings together the innovation and market leadership of both companies in providing major benefits to their customers, changing the way recording is done in enterprise branches and distributed environments.

 

NICE Systems is a provider of Insight from Interactions solutions and value-added services, powered by the convergence of advanced analytics of unstructured multimedia content and transactional data — from telephony, Web, e-mail, radio, video, and other data sources.