Video-Enabled Contact Centers Get NICE New Recording Help By Jennifer LeClaire August 8, 2013 11:18AM Video is a small but growing channel for customer service — less than 10 percent of company contact centers have video in place. However, as consumers become more familiar with video service, demand is expected to grow. In the meantime, NICE is staying ahead of the curve, with innovative new tools to help boost the customer experience. NICE Systems is staying on the cutting-edge with its latest offering: Contact Center Video Recording. The new solution, which combines the company’s real-time audio capture tech with video surveillance for security , helps monitor the quality of service being provided by video-enabled contact centers. Specifically, NICE Video Recording lets organizations monitor agent performance so they can provide coaching as needed. The video monitoring system aims to help companies better understand not only what was said during a customer interaction, but also what was implied through the body language of the agent and the customer. NICE said these visual cues may help discern the customer’s satisfaction or dissatisfaction with the interaction or transaction. Recording capability can improve compliance and should also help organizations deliver a better customer experience by monitoring and enhancing the quality of service provided via video-enabled contact centers. “Companies are continuously enhancing their outreach to customers by seeking new channels through which they can better connect and personalize the customer experience,” said Yochai Rozenblat, president of the NICE Customer Interactions Group.