Postal Service deploys call center management app

Postal Service deploys call center management app

NiceUniverse quality control suite integrates call authentication, call routing and voice responses

By Shruti Dat'
GCN Staff

NiceUniverse quality management system monitors voice and PC screen activity for the Postal Service. It will run under Windows NT at USPS call centers.

The NiceUniverse Suite 4.1 from Nice Systems Ltd. of British Columbia will help the Postal Service monitor the voice and desktop PC screen activity of USPS call center agents.

USPS' two call centers, in Kansas City, Kan., and Denver will fully integrate their telephony systems with the new quality management system.

It will also be installed in the USPS laboratory in Raleigh, N.C. The $1.5 million implementation began in June to replace USPS' 2-year-old automated quality management system, which, USPS officals said, failed to meet the agency's requirements.

NiceUniverse will interface with the GeoTel computer telephony integration system from GeoTel Communications Corp. of Lowell, Mass., and the automated call distributor system from Aspect Telecommunications Corp. of San Jose, Calif., the two components comprising USPS' telephony environment.

The CTI application allows USPS call centers to authenticate a caller's number and pull up records, route calls and provide interactive voice responses.

The NiceUniverse off-the-shelf package will integrate these services with an audio and computer recording system.

The system will archive information in a digital audio tape system and an Oracle database.

I'm listening

USPS will record all conversations between customers and call center agents, giving the agents ad hoc playback capability. Also, the system allows a third-party USPS user to monitor a live call silently. USPS will use recorded calls to evaluate agent responses during employee coaching sessions.

The system will also track keystrokes made during each call, so that USPS can be sure agents make the appropriate selections to meet customer needs.

The system will run under Microsoft Windows NT on local servers at the centers, linked via TCP/IP.

Access to audio and computer recorded information is protected externally by a firewall, and internally with user names and passwords.

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