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NICE Engage Platform Integrates with Microsoft's Skype for Business
The solution brings real-time customer information and 100 percent call recording to Microsoft's communications system.
Posted Jan 4, 2016
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Today, enterprise software solutions provider NICE Systems announced the integration of its NICE Engage Platform with Microsoft's Skype for Business communications system, enabling enterprises to unify internal and external communications as well as record and archive all customer interactions.

According to a Current Analysis report commissioned by NICE, the NICE Engage Platform's real-time customer interaction information can improve customer service by enabling contact center operators to foresee potential problems and take necessary action before the issues become serious. The report also notes that with contact centers and customer care operations increasingly relying on predictive analytics dependent on real-time data, the NICE Engage Platform would be a powerful asset.

Nevertheless, the report sees the need for additional professional services to take full advantage of the NICE Engage Platform's real-time capabilities. With the announcement of the integration with Skype for Business, it seems that NICE has addressed this concern. Additionally, Skype for Business's ability to communicate directly from Office documents promotes seamless productivity.

Miki Migdal, president of NICE Enterprise Product Group, lauded the integration in a statement:

"Microsoft Skype for Business is an impressive solution that promotes multi-channel interaction and collaboration across the enterprise. With the addition of NICE Engage Platform to support this platform, we will be able to further extend our reach in the contact center market while delivering the latest innovations to help companies meet their regulatory needs and create the perfect customer experiences."

As Migdal noted, an added benefit of the NICE Engage Platform is that it ensures regulatory compliance. The platform utilizes a pool of recorders so that if an active server failure occurs, a spare recorder will activate. Every call is recorded twice, ensuring that call records will not be lost. The report points out the importance of regulatory compliance in industries such as health care, financial/insurance services, and government, and notes that solving non-compliance issues in real time cuts down on fines and penalties.

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