- Reduced infractions - Real-time guidance ensures that agents adhere to scripts. If an infraction is detected, corrective actions are automatically carried out and documented.
- Ongoing monitoring - Speech and desktop analytics allow organizations to monitor calls for exceptions, such as the use of abusive language, script deviations, or the likelihood of the call to escalate to a complaint. Capture assurance reports help verify that 100 percent of interactions are in fact recorded.
- Investigation - Integrated case management tools provide a unified view of customer complaints and detected infractions. Guided workflows enable efficient investigation and swift resolution.
- Record-keeping and audits - Cross-channel and desktop recording enables organizations to easily locate and export bulk data for discovery, investigation, and audit purposes.
- Reporting - Automated reports present trends in overall risk of infraction and expose problem areas. Reports can also be generated for compliance officers when an investigation is underway.
- Continuous improvement - Agents can receive targeted coaching and training based on identified problem areas or specific infractions.
NICE Introduces Proactive Compliance Suite For Consumer Protection To Help Mitigate Risk For Financial Institutions
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