AI-based Compliance and Archiving for NICE CXone Contact Center Call and Screen Recording
NICE CXone provides an omnichannel, cloud-based contact center that drives better customer engagement and agent performance. Now with Theta Lake, organizations can comprehensively capture, archive, and review CXone call and screen recordings for quality assurance and information security.
Theta Lake use Cases for NICE CXone
Comprehensive UC and CC Capture
Get a 360 degree view on all internal and external communications. Theta Lake offers extensive integrations with leading UC and collaboration vendors, such as Zoom, Cisco Webex, Microsoft Teams, RingCentral, and Slack. By incorporating CXone audio and screen recordings, Theta Lake provides organizations with a single pane of glass to manage, monitor, and store digital communications.
Workforce Conduct Management
Theta Lake makes it easy to identify abusive and controversial behavior so organizations can mitigate potential HR and legal liability risks. Powered by AI and NLP, Theta Lake leverages 90+ built-in policies to detect and highlight risks in what is said, shown, and shared in conversations and route risky recordings to management teams for review, as well as supporting automated custom detections.
Data Loss Protection
Features like screen and document sharing open up avenues for inadvertent data loss. Theta Lake offers robust remediation and redaction capabilities, enabling full coverage for organizations to identify sharing of confidential information, PII, PCI, or other sensitive material and delete that audio, visual, or text-based content from the recording.
Theta Lake offers secure, SOC2 Type II-certified archiving with customizable retention periods to support legal hold, case management, and eDiscovery for dynamic content types. Instantly search across hundreds of meta-data filters as well as free-form text found in voice, text on screen, images, and more.
Experience the Advantages
Theta Lake is a SOC 2 Type 2-certified, 17a-4 compliant archive, purpose-built for dynamic communication modalities. Apply rule-based retention policies on all UC and Contact Center communications, or connect and send content to your existing archive of record.
Theta Lake offers robust eDiscovery capabilities across hundreds of search filters and metadata, as well as free-form text search on voice (audio transcript) and text on screen (PowerPoint/webcams).
Export original content to any cloud storage environment, with the option to export voice transcripts and recording analysis.