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Chapter 4

Design Considerations



Retail banks that want to deliver enhanced product expertise or specialized services could benefit from implementing the Virtual Expert Management Solution. It performed well in face-to-face consultation through video, voice and content sharing between branches with the most appropriate subject matter expert. Its ability to locate and seamlessly connect experts across the enterprise using skill based routing and presence availability enabled branches to capture the same business opportunity without deploying subject matter experts at every branch. The Virtual Expert Management solution helps retail banks differentiate themselves by redefining superior customer service expertise.

Partner Profile

NICE Solutions for Financial Institutions

Complying with regulations, improving customer retention, and enhancing operational efficiency is critical in today's complex business environment. Achieving these goals while reducing expenses in a tough economic climate is no easy task. To empower organizations and attain these business objectives, NICE has developed a set of innovative enterprise solutions for contact centers, branches (including home agents and backoffice operations), and trading floors.

NICE's enterprise solutions deliver the powerful tools necessary to address critical business needs including the following:

Compliance and risk management Customer retention and insight Operational efficiency

For more information about the NICE Solutions refer to the following URL: http://www.nice.com/solutions/enterprise/index.php

IP Phone-Based Active VoIP Recording

NICE active VoIP recording enables the delivery of centralized recording capabilities in distributed environments. All NICE Perform servers are consolidated in the data center, where all calls that take place in the organization's branches and other remote locations are recorded.

By reducing the need for costly branch set-up, administration, and management of recording servers, NICE helps to flatten the organization and enables simple, yet efficient handling of remote employees.

This IT-friendly technology makes active VoIP recording the ideal solution even for single-site operations. NICE's solution for IP-phone-based active recording for Cisco Unified Communications Manager (CUCM) is another component of NICE's extensive portfolio of active recording integrations.

Cisco Virtual Expert Management for Financial Services Design and Implementation Guide



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