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First Friday Demo SeriesNICE Communication Compliance
3. Maximize Uptime and Lower TCO
with Managed Services May 3 2019
2
First Friday Demo Series on NICE Compliance Assurance
March 1 1. Centralize Recording Search and Replay with NICE
COMPASS
April 5 2. Automate Daily Recording Checks and Reconciliation
with NICE COMPASS
May 3 3. Maximize Uptime and Lower TCO with Managed
Services
June 7 4. Record New Channels with Skype for Business Video
Recording
July 5 5. Ensure Compliance via Legal Holds and Rule
Management
August 2 6. Expedite eDiscovery and Gain Insights with Trader Voice
Transcription
Recorded Webinars available in Resource Center on nice.com/compliance
Today’s speakers
For more information on today’s topic please also visit: www.nice.com/compliance
Scott McCourt
Services Sales Executive
NICE Communications Compliance Line of Business [email protected]
Dave Ackerman Esq.
Subject Matter Expert,
NICE Communications Compliance Line of Business [email protected]
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NICE in Compliance
Did I capture everything I should have?
Is high turnover of staff causing a revolving door of new hires and retraining?
How can I get more out of my recording program?
How can I ensure successful change management of the
system?
How do I prove the correct people are in the system and
successfully recording?
How do I export the calls you are asked for
quickly? Are all calls archived successfully with the correct
retention?
Can I test that everything is working correctly?
• Application bottlenecks
• Implications of Configuration Changes
• Downtime in underlying infrastructure
• Training, re-training, availability of on-demand experts
• No end to end visibility across application behavior
Unseen Challenges
• Managing business uptime & service levels
• Improving system performance
• Reducing application and database alarms / events
• Providing immediate response to critical alarms / events
• Controlling change management tasks / activities
Seen Challenges
NICE’s Managed Services addresses
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When The Problem Is Not Where You See the Symptom
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The Underlying Problems of Recording
• Interfacing telephony systems
• Calls not correctly terminated
• Network related
• Access Rights
• NICE issues:• Configuration / Software issues
Why Application Performance Services – APS
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✓ 24/7 proactive monitoring of NICE applications/servers
✓ Remediation of alarms based on mutually agreed workflows
✓ Triage, troubleshoot and take corrective actions
✓ Pre-empt failures before they occur
✓ Monthly and quarterly operational and executive summaries
✓ Health Checks performed every six months
✓ Reduce costs related to internal infrastructure maintenance
Why Managed Operation Services – MOS
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✓ Extension of your team with dedicated NICE resources
✓ Troubleshooting and incident resolution (L2 equivalent)
✓ Direct liaise to NICE Customer Support for issues
✓ Daily Health checks, System Administration, MACDs
✓ Change Management (health checks after Hot Fix / Upgr.)
✓ Mitigate risk before potential business impact (best practice)
✓ Monthly operational and executive summaries
Why Dedicated Support Engineers – DSE
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✓ Top-tier NICE Engineer (L3 equivalent) directly in your team
✓ Trained and certified in NICE software
✓ Same access as NICE Global Support to tools & resources
✓ Dedicated SPOC for issues and liaison with NICE Support
✓ Work with your team, NICE APS & MOS to manage the
technical aspects of your NICE solution
✓ Remote or on-site
Complimenting each other
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APS works to ensure Operational
Excellence through proactive
monitoring and issue triage and
resolution.
If needed the issue is sent to MOS
for incident management where L2
equivalent skills and experience is
applied.
The DSE with L3 equivalent skills
can pick the issue up and liaise with
R&D if necessary. Dedicated
exclusively to your organization the
DSE is the single and final point of
contact for issue management and
resolution.
Dedicated
Support
Engineer
(DSE)
Managed
Operation
Services
(MOS)
Application
Performance
Services
(APS)
NICEOperational Excellence
APS
Move from reactive support to
proactive management
MOS
Provide critical 24x7 operational
support (L2 equivalent) and daily
health checks
DSE
A dedicated top-tier NICE Engineer
(L3 equivalent) acting as part of
your staff
You Can Rely On Our Managed Services 24/7
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• 25+ Global Customers
• 5.000 Monitored NICE Servers
• 50,000+ Alerts addressed per Month
• 85 + 40 Specialist engineers
• 2 APS NICE locations
• 5 MOS / DSE locations
• ISO 27001 Certified / SOC2 Type 1
Compliant
Case Study: NICE Managed Services
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• Reduction in overall alarms by over 15% YoY
• Reduction in critical alerts/failures for recording
• Handled 7,500+ MACDs / Resolved IT Cases – 2,463
(2017) and 5,219 (2018)
• Change Management - 61 events (2017) 832 events
(2018)
• Post Change activity failures reduced to almost nil for
recording systems
• Proactively identified, alerted & took action on:
• Logger failures and Recording servers down
• Multiple instances of proactive alerting based on
exception reports & daily health checks
Bank A
• Proactively notified and prevented system down issues
• Identified and alerted on significant Critical Recording
scenarios → helped maintain uptime
• Fixed issues not only on NICE platform, but also
worked with Bank B to pin point network and telephony
failures affecting Recording
• Example: Calls recorded with Exception 37 (no audio)
• CTI Call flow is normal but NICE logger would
not receive the IP packets.
• Delays in receiving Voice packets trough
network, resolved by Bank B’s network team
Bank B
Use the Q&A window of WebEx
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First Friday Demo Series on NICE Compliance Assurance
March 1 1. Centralize Recording Search and Replay with NICE
COMPASS
April 5 2. Automate Daily Recording Checks and Reconciliation
with NICE COMPASS
May 3 3. Maximize Uptime and Lower TCO with Managed
Services
June 7 4. Record New Channels with Skype for Business Video
Recording
July 5 5. Ensure Compliance via Legal Holds and Rule
Management
August 2 6. Expedite eDiscovery and Gain Insights with Trader Voice
Transcription
Recorded Webinars available in Resource Center on nice.com/compliance
NICE INTERACTIONSLondon
4-5th June, London, UK, Cineworld O2 Arena, Greenwich
https://www.nice.com/Interactions2019London/
4 June – User Group Meeting NICE Trading Recording (NTR)
5 June – Customer Conference with Customer Case Studies
