Vidyo partners with NICE to enhance customer experience

NICE and Vidyo have integrated the NICE Engage Platform, a recording and analytics solution that supports real-time engagement, with VidyoWorks. The integrated solution is designed to assure regulatory compliance and improve the customer service quality. The enhancements are especially well-suited to financial institutions, along with the healthcare, retail, e-commerce, and insurance.

Miki Migdal, President of the NICE Enterprise Product Group said in a statement that, “Organizations worldwide are seeking ways to enhance customer care in order to boost satisfaction and loyalty. In today’s service environment, this means that organizations must be prepared to connect with their customers over all communication channels, including video.

Vidyo CEO Eran Westman added, “NICE is a leading provider of recording and analytics solutions in the financial services market, and this integration presents a great opportunity for Vidyo to introduce our video communications platform to NICE’s existing customers. The collaboration between Vidyo and NICE will provide financial organizations with the technology they need to seamlessly add video to their customer engagement strategy.”

The combined NICE-Vidyo offerings will feature:

  • Deployments on premise or in a SaaS model,
  • Support for existing audio recording infrastructure when implementing the video channel, and
  • Integrated video recording into the company’s existing workflows and business procedures

In other news, Snom Technology announced that its D715 and D725 IP desktop phones have been certified for Skype for Business. Each device earned both “Skype for Business Certified” and “Qualified for Microsoft Lync” status in Microsoft’s interoperability testing programs.

The Snom D715 and D725 phones support unified communications features such as click-to-dial, call transfer and server side conferencing. The endpoints offer an upgraded Broadcom chipset, full HD voice support and a Gigabit Ethernet switch.

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Copyright © 2015 IDG Communications, Inc.

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