The latest version of RTAM also supports data input from a much larger number of agent desktops. The new infrastructure will help large-scale operations boost customer service.

Nice RTAM helps identify time-saving opportunities by uncovering process bottlenecks and inefficiencies in agent desktop activities. With these insights, certain processes can be automated to reduce handle time and eliminate mistakes, and managers can also identify top performing employees and replicate their actions as team best practices.

The new release of Nice RTAM is part of a broad set of enhanced capabilities for Nice’s real-time suite of solutions. This includes enhanced security and user authentication across the platform, improved monitoring and alarming for Nice Robotic Automation, better connectivity using a new Chrome connector for the latest API and out-of-the-box callout templates for quicker time to value.

Miki Migdal, President, Nice Enterprise Product Group explains. “We expect that our cloud-based RTAM offering will meet the growing market demand for SaaS and hosted technologies. Nice is committed to delivering best-in-class solutions and services, while giving our customers a range of deployment options that improve flexibility, scalability, and cost-effectiveness. With the current set of enhancements to our real-time suite of solutions, organisations will be in a better position to create the perfect experience for their customers by optimising all of the processes that take place in the ‘background’ of every interaction and ensuring that employees are engaged and ready for every interaction.”

Nice executives will demonstrate the Real-Time Activity Monitoring solution at Interactions 2015, June 1-4, in San Antonio, Texas.