NICE Quality Management provides businesses of all sizes with powerful capabilities to drive customer satisfaction, improve agent effectiveness and optimize call center processes.

This call center quality monitoring software provides flexible recording rules, automatic monitoring of KPI targets, real-time alerts and root cause analysis tools, enabling your organization to track performance in real time. Advanced query tools, with automated scoring, graphic visualization and a wide range of search criteria including data generated from speech analytics, desktop analytics and customer feedback, make it easy to select calls to evaluate. That way, managers can quickly identify urgent quality issues such as agent knowledge gaps, process inefficiencies or sales ineffectiveness, and take corrective action.

NICE Quality Management streamlines the quality evaluation and calibration process with wizard-driven and pre-filled forms. Integrated calibration tools enable quality specialists to create a standard reference for assessment and ensure that evaluations are accurate and objective.

A fully integrated coaching module enables managers and trainers to create coaching packages directly from interactions and link related data such as the call itself, evaluations, customer feedback, recorded clips or related external files. Coaching sessions can be automatically scheduled via NICE IEX Workforce Management.