NICE announced the launch of a new AI-powered recording solution, InterACT, to transform the way contact centres interact with recordings. The solution automates end-to-end recording decisioning processes, dramatically reduces manual configurations, saves time and minimise human error. InterACT provides secure operations paired with business continuity and support for up to 200,000 agents on the same system.
Barry Cooper, President, NICE Workforce & Customer Experience Group, said:
“InterACT redefines how organizations record contact center interactions. By using a cloud architecture, either in the cloud or on-premise, InterACT scales orders of magnitudes higher than anything previously in the market. By using AI, InterACT simplifies set up, allowing users to define what they want to record and automating how to do it. In short, InterACT powers agile, comprehensive recording for compliance and quality while paving the way to the cloud and CXone.”
InterACT is a flexible and highly scalable solution based on a microservices-driven cloud architecture that offers load balancing to optimise server footprint. It also supports cloud, on-premises and hybrid configurations to meet each customer’s specific requirements. With InterACT, businesses can easily and gradually migrate to the cloud and CXone at a pace they prefer. InterACT also includes N+M redundancy that can withstand multiple service disruptions.
The entire decisioning process behind call recording is automated, unlike traditional recording systems. The setting need not be determined for every integration and scenario and the AI recording underpinning the solution automatically adapts to the interaction channels, recorder configurations, extensions, and data sources. This makes it an agile system that easily adjusts to all contact centre environments and has fast and accurate automated deployment process. In addition, the solution enables IT administrators and managers to easily ensure compliance of their contact centre evidence keeping.
The solution is compliant with the latest security standards, such as CVSSv3 and TLS1.3. It leverages the most advanced authentication and authorisation solutions including Active Directory, ADFS, SAML and OpenID.
