NICE Announces IntelliAgent Application, Boosting Agent Efficiency and Ensuring Compliance

NICE announced the release of IntelliAgent, providing employees with real-time compliance and authentication capabilities to reduce risks and human errors. NICE IntelliAgent is available across all agent desktops and enables simple and swift integration with existing contact centre systems. In addition, NICE IntelliAgent offers advanced automation capabilities, increasing operational efficiencies

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NICE IntelliAgent, powered by the market leading NICE Engage recording platform, paves the way for better compliance procedures by providing agents with real-time visibility and greater control over their interaction recordings. The solution also updates front-line employees on audio quality issues, allows pause-and-resume activities for PCI DSS and includes integrated mechanisms for immediate tagging. These capabilities help agents rapidly complete compliance tasks while focusing on delivering improved customer service. This zero-footprint application also reduces fraud risks through real time notifications of suspected fraudsters and dedicated agent guidance.

NICE IntelliAgent can be integrated with any customer relationship management solution and is available off the shelf, without the need for cumbersome implementation processes.

“NICE IntelliAgent is a first-of-its-kind offering, empowering agents with the ability to invest more on what really matters – delivering engaging service experiences while also fulfilling compliance needs,” Barry Cooper, President, NICE Enterprise Product Group said. “Organizations today are aware that flawless customer service is a must have and are in need of solutions that allow front-line employees to effectively multi-task. IntelliAgent enables organizations to facilitate such capabilities and set their agents up for success.”

For more information about IntelliAgent, please click here.

About NICE

NICE (Nasdaq: NICE) is the world’s leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.