Build Lasting Customer Confidence
NiceUniverse® provides call centers with high-quality, comprehensive and advanced Quality Management (QM) tools on a highly reliable platform to help you manage and maintain continuously improving services.
B E N E F I T S
Fulfill all recording needs– Meet diverse recording requirements using random, full-time, selective recording and record-on-demand, all in one modular platform.
Record interactions throughout the day– Create random recording schedules for voice, e-mail, screen or data (by agent, group, type of call or e-mail, DNIS or other CTI information).
Monitor and record interactions in real-time – View the work status of your agents and choose to monitor or begin recording during any point in the call.
Custom build evaluation forms quickly and easily– Design any number of on-line evaluations to support your quality program.
Ensure fair and consistent evaluations– Compare quality ratings side by side across different evaluators using calibration tools.