NICE INCONTACT AUTOMATED QUALITY ASSURANCE
Score Your InContact Calls with Artificial Intelligence
Quality assurance has never been this impactful. Try it 100% free.
Connect Voxjar to your Nice CXone account
The power of Voxjar is unlocked by linking it to your Nice InContact account. You can connect to InContact from within your Voxjar account.
Once connected, you'll have fine grained control over which calls get evaluated.
Assign them to your human quality analysts or to Voxjar's AI evaluator.
Create custom InContact queues for call evaluating
You'll use Voxjar to build custom queues. Queues automatically find call recordings in your InContact account and assigns them to your quality monitoring team or to Voxjar's AI evaluator.
Customize your InContact queues with filters pulled directly from your CXone account.
- InContact agent
- InContact toAddress
- InContact fromAddress
- InContact skill
- InContact campaign
- InContact disposition
- InContact team
- InContact transferIndicatorName
Or with standard Voxjar filters
- number of calls evaluated per agent
- total number of calls per queue cycle
- call direction
- calculated call duration
You can also set rules for evaluation queues
- set a required scorecard
- set an evaluation deadline for your quality assurance team
- select the evaluators who should score calls from this queue
- select Voxjar's AI evaluator for call evaluating
- set a time window for data selection (pull calls from x days ago)
Review your InContact call evaluations
Once you’ve created your queues, they will run automatically on the schedule you've selected. You'll receive notifications keeping you up to speed, or you can monitor your QA team's progress in Voxjar.
If you've used Voxjar's AI evaluator you'll start seeing results in minutes instead of days or weeks from your human quality assurance team.
Want to see what an AI evaluation looks like? We'll give you one for free.
Just drag and drop a call recording, select a scorecard template, and your done.
Don't worry, we encrypt and protect any data sent to us, and will purge it if you decide not to use Voxjar.
Nice InContact Best Practices for Call Monitoring Software
Setting up your InContact account for AI evaluations is easy. After linking your account, Voxjar does all of the heavy lifting and provides you with simple tools to make call evaluations extremely efficient and effective.
For the best results you can make small adjustments to your InContact account.
Improve InContact's Call Recording Quality
InContact can record your phone calls in a more than one format including wav and mp3. Voxjar can work with these formats for automated call scoring, but recording your calls as uncompressed wav files will ensure the highest quality scores possible.
Contact your account manager to make sure your call recordings are using the best format.
Nice InContact Call Recording Speaker Separation : Mono vs Stereo
InContact can records your calls in Mono format or Stereo format. Mono format means that all speakers on a call are recorded in one combined audio stream. Mono format makes it harder for the AI to determine who said what. Luckily Voxjar's AI evaluator can infer the differences between speakers based on their speech patterns.
Stereo format is when all sides of the call are recorded in separate streams. This gives the AI a perfect map of who is speaking and when they are speaking and creates an even better AI evaluation. For the best AI evaluations, make sure the call recordings in your Nice InContact account are recorded in stereo format.
Integrations
Integrate with the platforms you use
Voxjar integrates with cloud storage providers, FTP servers, and popular telephony platforms to make data collection automatic and controllable.
Each integration pulls call recordings and metadata according to the rules that you set so we're only working with the data that you want.
We regularly add new integrations. Let us know if you don't see your platform.
Start scoring with Voxjar for Free
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