NICE cloud recording integrates with Cisco Webex-CCE

Transitioning to the cloud

Driven by a desire to improve both customer experience and its internal communications, in 2023 the company embarked on a gradual cloud migration. Part of the process involved replacing the existing on-prem Avaya ACD with Cisco cloud throughout the organization, including the contact center.

A CX transformation

The leadership of the contact center decided to leverage the company-wide ACD cloud migration even further, by introducing the most cutting-edge WEM applications so as to improve the agent experience and productivity, and provide exceptional customer service. This meant replacing the entire WEM stack with a cloud solution that would integrate with the newly-implemented Cisco ACD. The company set out to find a native solution for Cisco cloud that would enhance the whole CX journey, and provide the following:

• Best-of-breed WEM, incorporating hybrid communications, recording, WFM application and analytics.
• Real-time recording with complete recording continuity, full compatibility with the ACD, and enhanced, real-time monitoring.
• A seamless transition with fast deployment, enabling minimal Time to Go Live.

The advantages of an integrated solution

Having conducted thorough research into available solutions, the company found everything it was looking for at NICE. What stood out from the competition was NICE’s ability to provide superior WEM applications and establish native solutions on top of the Cisco Webex ACD, supporting both front-office agents and back-office retail users.

1. Improved performance, with best-in-class agent engagement applications

The comprehensive NICE Cloud Recording solution leverages the unique capabilities of CXone WFM, QMA, EEM, IA, and PM applications to create an advanced WEM solution that improves customer experience and provides greater flexibility, robustness and process efficiency.

2. Unified front and back office solution

NICE provides a unified solution that incorporates advanced call recording, efficient quality management, performance analysis, and advanced analytics. This supports back-office and front-office users, while improving the customer journey.

3. Expedited Time to Go Live

NICE’s cloud-native solution supports a fast, seamless, flexible cloud transition that is perfectly suited to customer needs, while also reducing costs.

The optimal contact center experience for both agents and customers

By integrating NICE Cloud Recording with the Cisco ACD, the company is able to support the journey of both agents and customers. Streamlining, managing, and analyzing of both agent performance and customer interactions are available across various touchpoints in a single platform, creating an optimal, tightly-controlled contact center experience.

“Perfection may not be truly possible, but with CXone Supervisor wewere able to come quite close—increasing employeeperformance scores to 95%.”

ALEXANDRIA DOUCET

QUALITY ASSURANCE MANAGER, OPEN NETWORK EXCHANGE

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ALEXANDRIA DOUCET

QUALITY ASSURANCE MANAGER, OPEN NETWORK EXCHANGE

“We definitely saw results right away with CXone FeedbackManagement. The biggestimprovement for us is being able to show our agents the customerverbatims and todiscuss how well they did in their interactions. When agents see thewords comingfrom a customer it makes a huge difference, and it’s become a greatrecognitiontool.”

ALEXANDRIA DOUCET

QUALITY ASSURANCE MANAGER, OPEN NETWORK EXCHANGE

Quick and flexible deployment

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Best-of-breed design

By combining the cloud-native NICE Cloud Recording solution with Cisco ACD Webex-CCE, the company was able to establish a best-of-breed CCaaS and WEM applications solution.

A complete CX solution

Streamlining recording and WEM processes through a complete end-to-end CX solution, the company was able to reduce costs and improve the customer experience.

A world of possibilities apps, features, and AI

What started out as an ACD cloud migration led this retail chain to transform its entire agent and customer experience, creating a well-managed, seamless flow that benefits all involved. However, this was only phase 1. As NICE continues to develop its cloud infrastructure and capabilities, the company’s infrastructure is set up and ready to quickly and easily adopt new apps, as well as highly-advanced Enlighten AI tools – both those that are already in the pipeline and those still to come.

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