Regroupement des nouvelles technologiques et d'affaires au sujet de nos solutions et de nos activités

11 juillet 2017
Speech Intelligence White Paper - Introduction à Zoé

Qu'est-ce que ‘Speech Intelligence’ et comment pouvez-vous le faire fonctionner pour vous? Dans ce White Paper, nous vous montrons comment le ‘Speech Intelligence’ peut aider les entreprises à améliorer leurs processus de travail afin de conserver les clients et en attirer de nouveau. Nous vous présentons également Zoé: notre nouvelle suite de modules d'intelligence de la parole. Zoé a démocratisé l'intelligence du discours, permettant aux entreprises de toute taille d'écouter véritablement leurs clients. Pour plus d'informations 

03 juillet 2017
Nouvelle version Crystal Quality

Il nous fait plaisir de vous annoncer l’arrivée de la nouvelle version du logiciel d’enregistrement Crystal Quality. En date du 3 juillet 2017, la version 5.12 est maintenant disponible. Voici quelques nouveautés : Contrôle manuel pour Cisco BiB, ^nouvelles fonctionnalités pour l’enregistrement des écrans, nouvelles langues pour l’interface Web, une section ‘remarque’ et plusieurs autres points.

Cette nouvelle version offre également plusieurs correctifs mineurs, mais importants pour nos clients. Pour plus d’informations, n’hésitez pas à communiquer avec nous.

05 décembre 2016
Qualtrak Integrates with Dubber

Dubber are excited to announce a new partnership with Qualtrak Solutions Ltd, a software company specializing in staff performance monitoring and training solutions for contact centres. Qualtrak’s Coach solution is designed to evaluate call centre agents and use the analysis to improve customer service and training standards. Like Dubber, Coach is a cloud based solution with multi-tenancy, enabling our call recording solution to be easily and seamlessly integrated. The resulting solution provides innovative performance monitoring and staff training, that ultimately can be used to improve a call centre’s customer service.

Research by Harris Interactive discovered that up to 60% of customers would prefer to pay more for a better customer experience, and 86%  have left a company in the past because of bad customer service. These statistics emphasise the indisputable importance of customer service. As technology progresses, competition amongst industries increases as a result. In today’s market, almost every company is faced with strong competition for profits, from at least one rival with a similar product. Customer service has never been more important, and with recent advances in technology there is no longer any justification for an inefficient customer service department.

Costas Johnson, the founder of Qualtrak, believes that the provision of excellent customer service is possible by creating a company culture that is motivated by common high standards, and is achieved through excellent training. Call recording is traditionally used in call centres for training and quality assurance purposes, and is useful in improving customer service. Through use of a cloud based platform, Dubber’s call recording goes above and beyond traditional solutions, and provides call recording with unlimited scalability, high security, no upfront costs, and rapid deployment. It is therefore perfect in assisting high standards of staff training, and ultimately in creating a culture that is motivated by common high standards.  

The Dubber call recording solution helps Coach assess the performance of agents and provide necessary training. Through our innovative extra features, Dubber can also help Coach to identify performance trends. These innovative functions include Dubber’s Intelligence, a suite of analytical tools that can intelligently search through recorded data, tag keywords and monitor the emotions of speakers. Through this additional innovation, Dubber is able to help Coach to reach new standards of staff training and monitoring. The partnership is innovative and functional, and ultimately will help call centres to improve the overall performance of their agents, and gain a reputation for excellent customer service.

30 novembre 2016
NICE Helps Metro Nashville Department of Emergency Communications Get Ready for Next Generation 9-1-1

The center, which handles over one million calls and performs over 7,000 Quality Assurance (QA) reviews annually, will use NICE Inform to record multimedia communications and streamline QA reviews

November 30, 2016

Hoboken, N.J. – November 30, 2016 – With plans to deploy a state-wide emergency services network (ESInet), Tennessee has set the stage for Next Generation 9-1-1 (NG9-1-1). The Metro Nashville (TN) Department of Emergency Communications (MNDEC), the state’s largest 9-1-1 center, recently upgraded to the latest NICE Inform solution to prepare for this change, NICE (Nasdaq:NICE) announced today. NICE Inform will support the MNDEC’s current communication recording needs, while also enabling future logging of SMS texts and other multimedia, as the center prepares to accept texts-to-911 starting next year.

All calls that come in to the MNDEC – over a million a year – are processed through the MNDEC’s VIPER Power 911® platform, a Voice over IP (VoIP) call processing solution from West Corporation that can also receive NG9-1-1 services, including SMS texts and other i3 compliant data. NICE Inform is integrated with and certified to support leading NG9-1-1 call handling and text-to-911 applications, including VIPER.

NENA i3-compliant and future-ready NICE Inform enables a seamless migration to next generation emergency communications. NICE Inform captures, manages, and synchronizes multi-channel interactions between citizens, PSAPs and first responders, to provide a complete, true record of incidents. It assembles telephony and radio communications into an authentic incident timeline along with SMS 911 texts, GIS, screen recordings, video and other multimedia, for comprehensive insight into the ‘who, what, when, where and why’ of incidents.

“Text-to-911 and NG9-1-1 are coming; it’s only matter of when, and we need to be ready,” said Tim Nielsen, NICE Administrator for the Metro Nashville Department of Emergency Communications. “Our recent NICE upgrades align with our transition to all IP, text-to-911 and ultimately NG9-1-1. For us, it was a necessary move, and a move in the right direction.”

According to customer surveys, the Metro Nashville DEC also routinely receives high marks from citizens, thanks in large part to its proactive approach to Quality Assurance and Quality Improvement (QA/QI). The MNDEC reviews over 7,000 calls annually to ensure quality standards are being met and protocols are being consistently followed. With the addition of NICE Inform Evaluator and Reporter, the MNDEC will be able to automate manual QA processes to save time, while also turning QA data into actionable information.

“The Metro Nashville DEC exemplifies what it means to be a pacesetter, not just within the state of Tennessee, but within the nation,” said Christopher Wooten, Executive Vice President, Vertical Markets, NICE. “In addition to spearheading the modernization effort for the MNDEC, Tim Nielsen has also taken on a critical dual role as the first Public Safety Chair of the NICE User Group (NUG) and leader of the new Public Safety NICE User Group (PUBNUG). Tim brings a wealth of technology and operational experience to this position which will ultimately be beneficial to other 9-1-1 centers as they navigate the challenges of managing everyday operations while making steady progress toward NG9-1-1.”

23 novembre 2016
NICE Surpasses Impressive Milestone of 1,000 P25 IP Radio Logging Recorders

Hoboken, N.J., November 23, 2016 – NICE today announced that it has surpassed a key milestone of one thousand P25 IP radio loggers sold, providing close to 100,000 channels of Radio over IP (RoIP) recording for mission-critical public safety, transportation, utilities and critical infrastructure operations around the world.

NICE created the first IP radio recording solution in 2005 and since that time its systems have recorded well over 250 million hours of radio transmissions, making them the most time-tested, trusted, proven RoIP recording systems in the world. NICE’s P25 recording solutions are certified to work on industry-leading P25 radio platforms and uniquely record P25 radio in its native form for the highest quality audio replay. In addition to reliably recording P25 communications, NICE’s solutions make it easy to retrieve and reconstruct them as well, using enhanced metadata including radio IDs, talkgroup IDs, and more.

“Recording is an essential element of every mission-critical P25 radio network,” said John Rennie, General Manager, Public Safety, NICE. “Public safety agencies depend on their NICE solutions to provide evidence for investigations, perform quality assurance, and reconstruct incidents so they can understand the who, what, when, where and why. This impressive milestone affirms the trust our customers place in us.”

Two such customers are the City of Newport News, VA and Pinellas County, FL, which both rely on P25 radio recording and other public safety solutions from NICE.

“We made the transition to P25 radio and naturally needed to capture the digital data, so we upgraded to the NICE solution in November 2015,” said Alphonso Dale, IT Project Manager for the Information Technology Division of the City Of Newport News. “It was a great experience and very smooth transition. We’ve found our NICE P25 radio recording solution to be very sound and resilient, and the audio very sharp and crisp.”

“The Pinellas County 9-1-1 center is one of the largest in the nation, serving 24 cities,” said Jacqueline Weinreich, CPM, Director of the Radio and Technology Division for Pinellas County. “ We rely on NICE solutions to capture and manage radio traffic for 18 fire departments, 6 law enforcement agencies, and a county-wide ambulance service, and to record approximately one million 9-1-1 and 10-digit calls annually as well. Our NICE solutions make it easy to merge essential radio and 9-1-1 recordings together for incident reviews, and for the hundreds of public records requests we receive each month. They also address our everyday business needs by giving telecommunicators instant access to their own recordings, so they can do a better job serving the public, while alleviating stress and confusion.”

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