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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.

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Theta Lake and NICE CXone Integration

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.

Archive

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.

NICE CXone integration

Experience the Advantages

PCI Compliant

Theta Lake’s Compliance Suite has been evaluated by an independent, third-party auditor and is compliant with Payment Card Industry Data Security Standard (PCI DSS) for processing credit card data.

Secure Storage

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.

Rich eDiscovery/Search Capabilities

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).

Easily Export Raw Data

Export original content to any cloud storage environment, with the option to export voice transcripts and recording analysis.

UC Integrations

With robust integrations into leading UC vendors, such as Microsoft Teams, Cisco Webex, RingCentral, Zoom, Slack and others, Theta Lake enables customers to comprehensively capture and store internal and external communications on a single platform.

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How it Works

Security and Compliance for Modern Collaboration Platforms

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Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, to this research, including any warranties of merchantability or fitness for a particular purpose.

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and MAGIC QUADRANT and PEER INSIGHTS are registered trademarks of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved.

Gartner, Gartner Magic Quadrant for Digital Communications Governance and Archiving, Michael Hoeck, Rizvan Hussain, Jeffrey Hewitt, January 8 2025

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Theta Lake.