NICE and Videocon d2h Ltd. will implement the NICE Engage multi-channel interaction recording platform as a replacement to the legacy recording solution it had been using for five years.
The company will use the NICE solution to achieve:
Lower TCO. NICE Engage's centralized architecture reduces hardware footprint and total cost of ownership (TCO), while the multi-tier secured architecture with built-in scalability meets growing capacity needs. The platform also supports server virtualization solutions from VMware, Microsoft, and Citrix, which allow organizations to be better equipped to reduce costs and improve the overall efficiency of their business.
Next-generation business continuity. NICE Engage provides capabilities to protect the entire system or individual segments, and to continue operating in case of failure or disaster, by enabling the system to continue recording calls, maintaining querying capabilities, and protecting stored information.
Considering the scale of deployment at nine sites across India, the solution's flexibility in deployment as well as resiliency and redundancy in all main system components, were critical factors.
Simplified system management. A vastly simplified interface for integrating switches with advanced interaction recorders ensures flexible management with the following features:
Licensing Manager. Allows for management within and across sites, with no recorder configuration required at start time or during channel capacity expansion.
System Mapping. Simple recording configuration enables moving, adding, and changing configuration on the fly from a centralized location.