The rapid shift to working from home that started in 2020 made Zoom a household word among professionals. The video conferencing software became popular because it worked on computers and mobile devices. As multiple industries adapt to a future that will include more remote workers, the company that makes NICE call recording equipment has developed NICE NTR-X to integrate with Zoom and record conversations.
NICE typically focuses on servicing financial services companies that must comply with regulations about recording telephone conversations. The company’s products enable financial firms to buy Nice Call Recording with seamless integration with their existing systems. Many recording systems rely on Nice VoIP Call Recording to store conversations in the cloud for retrieval when needed.
Zoom And Nice Software
Zoom is currently testing a Call Center as a Service (CCaaS) product that functions in the cloud in a way similar to NICE VoIP call recording. The company has made this move due to the rising demand across industries to provide video calls between customers and customer support agents.
The integration of video calls with compliance call recording will meet the needs of industries that are legally required to disclose information and capture conversations. The Dodd-Frank Wall Street Reform and Consumer Protection Act specifically imposes compliance recording on financial companies. In addition to financial services, the healthcare industry must collect proof of what was said or not said during customer interactions.
According to a NICE executive, financial services increasingly want to unify their communications under one recording system so that there are no blind spots in their customer service conversations. For this reason, NICE has partnered with Zoom to test its first application programming interface specifically built for financial compliance recording. NTR-X Nice software can be installed on the premises of a business or operated through the cloud.
Zoom Contact Center
Beyond financial services, the Zoom CCaaS has the potential to expand the ways that customers in need of support interact with companies. Many people are now familiar with Zoom and should feel comfortable using it to make a video call to a customer service center. Companies expect Zoom video support capabilities to help customers achieve better outcomes. Verbal communication in conjunction with the face-to-face reality of video should improve customers’ ability to explain their problems and receive meaningful support from a company.
The Zoom contact center also provides call center supervisors with an additional way to monitor and evaluate agent performance. At times, the context of a conversation cannot be fully captured by audio only. With the added layer of information provided by video, supervisors can make more accurate judgments of what went right and what requires improvement.
Zoom Contact Center Features
Customer service websites that deploy Zoom CCaaS will have a spot where website visitors can initiate a Zoom call in addition to the options of live chat, email, or telephone. The system includes a drag-and-drop designer that allows the company to set up a Zoom user interface to screen calls. After gathering applicable information from the customer, the system directs callers to an appropriate agent trained to handle their area of need.
As the CCaaS evolves, Zoom has plans to integrate the product with more systems. Current top priorities for integration include electronic health records, customer relationship management software, and workforce management. An integration with Salesforce is being beta tested at this time. In six months, testing could commence with Zendesk, Dynamics 365, and ServiceNow.
As more companies adopt video conferencing as a customer service and employee management tool, NICE call recording, whether on location or in the cloud, is poised to serve as a reliable means of capturing conversations.