NICE Interaction Management 4.

1 Introduction
Agenda

 Release Objectives and Focus Areas

 Content Overview
 NICE Interaction Management Release
4.1 Snapshot
 Infrastructure and Enterprise Readiness
 Contact Center and Growing Enterprise
 Multi Channel Interactions
 FTF and Compliance
 Hosted Contact Center

 Timeline

2
NICE Interaction Management Release 4.1 – Focus Areas

Platform Leadership Customer Dynamics

 Be the vendor of choice for high-end  An integrated cross channel offering

customers (recording and analytics)
 Meet scalability and architecture needs  Packaged business solutions
 Address availability and business  Performance efficiency and
continuity needs management

Differentiation/Growth Regional Expansion and CSAT

 Leading the transition to cloud-based  Improved enterprise readiness

architecture  Partner integrations
 Hosted contact center  Languages
 Virtualization and dynamic data center  Easy installation and configuration
 Support for the growing enterprise  Simplified upgrade process

Release Objectives and Focus Areas | Content Overview | Timeline

3
NICE Interaction Management Release 4.1

Contact Center
Multi Channel FTF and Hosted Contact
and Growing
Interactions Compliance Center
Enterprise

Infrastructure and Enterprise Readiness

Release Objectives and Focus Areas | Content Overview | Timeline

NICE Interaction Management Release 4.1 Snapshot

Contact Center
Multi Channel FTF Hosted Contact
and Growing
Interactions and Compliance Center
Enterprise
 Multiple data center  Text Recording  Long-term retention  New Hosted offering
environment support  Chat Recording  Mobile recording for service providers
 HA and BC support  IM Recording  Litigation Hold  Tenant
 Screen recording administration
 Web Interaction  IPC Unigy
 Agent center Analytics  Licensing
 PCI Compliance
 Storage and
archiving
 Virtualization
 NPX connectivity

Infrastructure and Enterprise Readiness

 Unified Installation
 Migration to 64 bit
 Simplified device configuration & mapping
 Real-time analytics
 Improved migration process

Release Objectives and Focus Areas | Content Overview | Timeline

NICE Interaction Management Release 4.1 Snapshot

Contact Center
Multi Channel FTF and Hosted Contact
and Growing
Interactions Compliance Center
Enterprise

Infrastructure and Enterprise Readiness

Transition to 64-bit

Infrastructure 

What’s  Support for the latest Microsoft 2008 R2 OS and SQL Platforms
New?  VoIP Logger 64 bit

 2008 OS and SQL platform is a mandatory prerequisite

 W2K3 OS and SQL2005 will be supported for upgrades
only/*exceptional cases (*when a third party client/CTI client is
Solution
impeding NICE from providing a full support statement)
Details
 Support for VoIP Logger running in WoW environment (32 bit
emulation over 64 bit OS); essential for supporting 2008 Server R2
for the VoIP Logger

 Standardize according to the latest supported OS and SQL

platforms
Business
 Leverage 2008 platforms which introduce new features and
Benefits
capabilities (e.g. Geo Cluster support within different subnets)
 Higher Performance

Release Objectives and Focus Areas | Content Overview | Timeline

Real-time Analytics

Infrastructure 

What’s
 Real-time Analytics
New?

 Real-time interaction analysis, applications and voice

Solution  On-screen real-time agent guidance
Details  Data consolidation from multiple applications into a single window
 Relevant drill-down information accessible with a single click

 Optimize Customer Dynamics in real-time

Business
Benefits  Configure business rules based on organization’s business
objectives

Release Objectives and Focus Areas | Content Overview | Timeline

Unified Installation: NICE Deployment Manager

Infrastructure 

What’s
 Central deployment manager for all deployment methods
New?

 Handle all deployment models: clean installation, upgrade and

expansion
 Simple and easy Update Pack deployment from a single location
 Site Map tool to assist project managers, CBM and field engineer in
Solution generating a setup plan and validating basic design constraints
Details
 Integrate with site readiness tool (no need to continuously collect
the same information)
 Clear progress indication, error notification and handling
 Installation summary

Business  Reduce both customer IT and NICE service costs

Benefits  Implement remote installation and update dispatch to servers

Release Objectives and Focus Areas | Content Overview | Timeline

Upgrade and Migration

Infrastructure 

What’s  Single step upgrade from the most common older releases
New?  Pre-upgrade validation tool to save staging when possible

 Simple wizard to migrate database with proper error messages and

progress notifications
Solution  Ability to resume migration from where it was stopped and rollback
Details
 Post upgrade validations
 Retention for more or fewer than 7 years

 Reduce system downtime (migrate in deltas- old system continues

Business running in parallel until it is finally shut down)
Benefits  Ability to provide clear and accurate time estimations
 Protect investment

Release Objectives and Focus Areas | Content Overview | Timeline

Device Configuration & Mapping

Infrastructure 

What’s
 Simplified device configuration and mapping
New?

 Automatic detection of Logger and CTI integration configuration

 Device information sharing with User Admin and Channel Mapping
 Semi-automatic import of telephony sources from telephony switch
Solution
(Cisco and IPC)
Details
 Import from file for all supported channel mapping recording
methods
 ScreenAgent mapping by IP address ranges and only when required

Business  Reduce installation and configuration time

Benefits  Improve stability, scalability and performance

Release Objectives and Focus Areas | Content Overview | Timeline

NICE Interaction Management Release 4.1 Snapshot

Contact Center
Multi Channel FTF and Hosted Contact
and Growing
Interactions Compliance Center
Enterprise

Infrastructure and Enterprise Readiness

Trends in the Enterprise/Contact Center Market

Contact Center and


Growing Enterprise

 Increasing volume of interactions

 Growing number of regulations
and need for compliance
 Understand what customers say,
write and feel about the company
across all channels
 Demand for real-time analytical
information
 Cost effectiveness

Release Objectives and Focus Areas | Content Overview | Timeline

Multiple Data Center Environments

Contact Center and


Growing Enterprise

 Comprehensive solution for multiple data center environments:

 Active-Active telephony support
 Single click disaster recovery solution for the entire NICE
What’s
Interaction Management system
New?
 Support for telephony failures (Avaya and Cisco)
 Support for NICE Interaction Management failures and Disaster
recovery

 Optimized HA solutions using resources in both data centers

(recording via Logger Teaming (fka “Loggers Pair”), N+1 between
Solution data centers over the WAN)
Details
 New NICE Interaction Management High Availability Manager
application

 Benefit from zero footprint out of data centers

Business
 Maintain recording continuity for local and inter-site failures
Benefits
 Preserve business continuity

Release Objectives and Focus Areas | Content Overview | Timeline

Screen Recording

Contact Center and

Growing Enterprise

What’s
 New screen recording architecture (including new ScreenAgent)
New?

 Support and certification for new platforms:

 Windows 7 and Server 2008 R2 (for Citrix/Terminal Services deployments)
 64 bit environments
 Support Virtual Desktop Infrastructure (VDI)
 Scalability improvement (current limitation: 2000 SA registrations per IC)
Solution
Details  Capture engine performance optimization
 ScreenAgent footprint reduction
 Centralized deployment and configuration (via Agent Center)
 Reduction of integrations with other sub-system components
 Infrastructure support for masking screen regions

 Achieve low TCO with scalability improvements (fewer servers, less IT

Business management)
Benefits  Optimize performance (low footprint on agent desktop)
 Centralize agent desktop management

Release Objectives and Focus Areas | Content Overview | Timeline

Storage and Archiving

Contact Center and


Growing Enterprise

What’s  Storage Area Management (SAM)

New?  Removal of archiving limitations

 New quota management- managing the storage on the file system

(size, free space, deletions, etc.)
 Shared storage area between different sites (mostly relevant for
Solution multiple data center environments)
Details  Automatic load balancing mechanism between Storage Centers
 No archiving dependency on primary data hub availability (to date,
all Storage Centers servers, regardless of their location and
relevant tasks, rely on the main data hub)

 Reduce server and storage costs

Business
 Achieve higher resiliency
Benefits
 Simplified Administration

Release Objectives and Focus Areas | Content Overview | Timeline

Virtualization

Contact Center and


Growing Enterprise

 vSphere 4.1
 vSphere 5.0
What’s  Server consolidation with Citrix XenServer
New?  XenApp 6.0 certification
 Vmware View 4.5/4.6
 Vmware SRM

 Best practices and sizing for the new environments (i.e. Citrix
Solution XenServer, VMware vSphere)
Details
 High availability for NICE Interaction Management virtual machines

 Achieve low TCO by reducing servers, cooling, power, real-estate,

Business IT workload
Benefits
 Gain higher resiliency for virtual environments

Release Objectives and Focus Areas | Content Overview | Timeline

PCI Compliance

Contact Center and


Growing Enterprise

 Privacy control (with RTI integration)

What’s
New?  Protecting sensitive information during the call by supporting
online pause & resume

 Triggered by Screen Activity or manually using ROD

 Supports voice and/or screen
 Supported in both Interaction-based Recording and Total
Solution Recording environments
Details  The part of the call with the sensitive information is not recorded
 Integration with eglue technology
 Multiple pause periods per interaction
 Support numerous desktop environments

Business  Address compliance needs in PCI environments

Benefits  Protecting customer and agent privacy

Release Objectives and Focus Areas | Content Overview | Timeline

eXpress Connectivity

Contact Center and


Growing Enterprise

What’s  Integration of multiple NICE Interaction Management eXpress

New? systems to NICE Interaction Management

 Branch level recording and light application

 Continuous recording and playback capability in case of WAN
failure
Solution
 Single server for TDM and VoIP
Details
 Centralized query and storage from NICE Interaction Management
 Centralized administration using NICE Interaction Management
eXpress central desktop

 Enable scalability for organizational growth

Business  Immediate solution for large enterprises with multiple branches
Benefits (recording locally)
 Centralized administration

Release Objectives and Focus Areas | Content Overview | Timeline

NICE Interaction Management Release 4.1 Snapshot

Contact Center
Multi Channel FTF and Hosted Contact
and Growing
Interactions Compliance Center
Enterprise

Infrastructure and Enterprise Readiness

Multi-Channel - Text

Multi Channel
Interactions 

What’s
 Multi-channel recording and analytics of text interactions
New?

 Text (chat, IM, e-mail)

Solution  Customer experience analysis across different channels and by
Details customer segments
 Aggregation and analysis of information from various sources

 Optimize operational efficiency per channel (understand customer

behavior and preferences, channel usage trends, dealer adherence
Business to policies, dealer efficiency, etc.)
Benefits
 Monitor and comply with regulations
 Optimize customer experience

Release Objectives and Focus Areas | Content Overview | Timeline

Multi-Channel - Web

Multi Channel
Interactions 

What’s  Recording the interactions customers have with the web servers of
New? the organization

 Providing insights on past and ongoing web interactions to the

Solution contact center via real-time guidance
Details  Providing cross-channel insights in regards to customers moving
from the web channel to the voice channel (FCR)

Business  Dramatically optimizing operational efficiency by providing web

Benefits context to the contact center

Release Objectives and Focus Areas | Content Overview | Timeline

NICE Interaction Management Release 4.1 Snapshot

Contact Center
Multi Channel FTF and Hosted Contact
and Growing
Interactions Compliance Center
Enterprise

Infrastructure and Enterprise Readiness

Trends in the Trading Floor Market

FTF and
Compliance 


 Regulatory environment is
changing
 Rapid increase in electronic
trading
 Communication channels are
expanding beyond voice
 Dealer is becoming the
differentiator, facing new
challenges

Release Objectives and Focus Areas | Content Overview | Timeline

Mobile Recording

FTF and
Compliance 


What’s
 Voice & Text Recording of mobile devices
New?

 Open architecture for recording using conferencing

 Smart client installed on expert’s mobile device automatically
conferences a recorder
Solution  Leveraging services already provided by carriers
Details  Leveraging existing recording infrastructure on customer premises
 Minimum impact on user experience
 Benefit from all NICE Interaction Management applications and
analysis capabilities

 Record traders/agents anytime, anywhere

Business
 Better support evidence regulations
Benefits
 Remove carrier dependency Available for
contact centers
market as well

Release Objectives and Focus Areas | Content Overview | Timeline

Long-term Retention and Litigation Hold

FTF and
Compliance 


 Keep interactions for extended periods of time

What’s
New?  Hold the automated retention and deletion process until further
notice

 New capability to keep interactions for long periods of time (20

years or more)- required mostly for compliance, insurance and
health care markets
Solution
 Support for operational database size adjustment (example: 2
Details
months, 1 year)
 When litigation is terminated (hold is released), the interaction
returns to the original retention settings

Business  Address compliance and health care insurance needs

Benefits  Enable upgrading NICE 8.9 sites to NICE Interaction Management

Release Objectives and Focus Areas | Content Overview | Timeline

IPC Unigy

FTF and
Compliance 


What’s
 Integration with IPC’s new trading system
New?

 Active SIP-based recording

Solution  Web service-based CTI
Details  Legacy TDM integration support
 Dynamic channel allocation

 Achieve low TCO

Business
 Improve performance and scalability
Benefits
 Increase trader efficiency

Release Objectives and Focus Areas | Content Overview | Timeline

NICE Interaction Management Release 4.1 Snapshot

Contact Center
Multi Channel FTF and Hosted Contact
and Growing
Interactions Compliance Center
Enterprise

Infrastructure and Enterprise Readiness

Hosted Contact Center

Hosted
Contact Center


What’s  Hosted offering for contact centers

New?  Dedicated price list

 Different application packages on a single NICE Interaction

Management instance
 Multi-tenancy in all business applications
Solution  New entity in the system– tenant
Details
 New application for service providers called Tenant Administrator
 Basic pre-packaged templates
 Basic licensing/usage enforcement

 Penetrate new markets- SaaS model

Business
 Simplify tenant administration for service providers
Benefits
 Implement multi-tenancy for all business applications

Release Objectives and Focus Areas | Content Overview | Timeline

Let’s recap

 Provide our customers with a robust

solution for capturing interactions across
all channels of communication and
analyzing them for providing real-time
impact
 NICE Interaction Management Release 4.1
Key Capabilities:
 NICE Interaction Management supports
your Contact Center Growth
 NICE Interaction Management acts as the
primary point for multi-channel interaction
capture management

Ready when


you are™
Release Objectives and Focus Areas | Content Overview | Timeline
Q&A
Disclaimer

 This presentation contains product features that are currently under

development/testing/certification.

 Future product version names & numbering are subject to change

without prior notice. This presentation also includes future releases with
their code name & not formal GA naming.

 This presentation/overview of the new technology represents no

commitment from NICE to deliver these features in any generally
available product.

 Features are subject to change, & must not be included in contracts,

RFPs, purchase orders, or sales agreements of any kind.

 Technical feasibility & market demand will affect final delivery.

 Pricing & packaging for any new technologies or features discussed or

presented have not been determined.