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.