How NICE & Cyara are Closing the Loop to Achieve Operational Excellence

Sebastien Mancel, Director of Product Management at NICE, and Tsahi Levent-Levi, Senior Director of Product at Cyara, discuss how NICE works closely with Cyara to improve agent productivity and customer experience by closing the loop and enabling low-cost, high-quality communication. During the webinar, you will learn how to: Better support remote and offshore agents in a work-from-home environment. Enable broad adoption of WebRTC across your organization and lower cost-to-serve while delivering the highest quality communication for your customers. Remove friction and reliance on the agent to troubleshoot issues. Implement active and continuous monitoring of remote agents. Proactively identify and resolve issues around call quality, dropped calls and call refusals and get alerts for faster resolution and to lower impact on customers. Easily integrate with ticketing systems and automate ticket creation without interaction from anyone. Identify outliers very easily by comparing agents objectively. Find out how to get the ability to show how agents perform in terms of quality of service and how they improve over time.