NICE Call Recording Fundamentals

On this training you will learn the basic concepts of the NICE Solutions Portfolio. NICE Ltd. is an Israel-based company, specializing in contact center software (NICE CXone), telephone voice recording, data security, surveillance, and Robotic Process Automation as well as systems that analyze recorded data.

The company serves various industries, such as financial services, telecommunications, healthcare, outsourcers, retail, media, travel, service providers, and utilities. NICE was founded in 1986 as Neptune Intelligence Computer Engineering (NICE) by 7 Israeli former army colleagues. The company initially focused on developing technology for security and defense applications, but soon refocused their efforts on civilian applications, mainly for contact center, financial services and business intelligence markets.

Call recording software records telephone conversations over PSTN or VoIP in a digital audio file format. Call recording is distinct from call logging and tracking, which record details about the call but not the conversation; however, software may include both recording and logging functionality. Voice over Internet Protocol (VoIP) recording is a subset of telephone recording or voice logging, first used by call centers and now being used by all types of businesses.

There are many reasons for recording Voice over IP call traffic such as: reducing company vulnerability to lawsuits by maintaining recorded evidence, complying with telephone call recording laws, increasing security, employee training and performance reviews, enhancing employee control and alignment, verifying data, sharing data as well as customer satisfaction and enhancing call center agent morale.