NICE Introduces Contact Center Video Recording to Help Drive an Innovative, Personalized, and Compelling Customer Experience


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Recording capability can improve compliance, quality monitoring and coaching
for customer service delivered via video conferencing with contact centers

RA’ANANA, ISRAEL, July 30, 2013 – NICE Systems (NASDAQ: NICE) today
announced the launch of its Contact Center Video Recording solution, which
helps organizations deliver an excellent customer experience by monitoring
and enhancing the quality of service provided via video-enabled contact
centers. The solution combines NICE’s extensive real-time audio capture
expertise with its experience in video surveillance for security.

This launch expands NICE’s multi-channel offering for enterprises and
addresses a growing market trend in video-based remote customer service.
According to Gartner, real-time visual communications can provide a richer
and more personalized experience in specific industries such as financial
services, telecommunications and healthcare. In these verticals,
video-enabled contact centers allow organizations to extend their geographic
reach and agent availability without having to add customer service

NICE Video Recording enables organizations to continuously monitor agent
performance, provide additional coaching as needed, and maintain a single
standard of performance across the operation. Quality monitoring is applied
to both audio and visual recordings, enabling organizations to better
understand not only what was said during a customer interaction, but also
what was implied through the body language of the agent and the customer.
These visual cues may help discern the customer’s satisfaction or
dissatisfaction with the interaction or transaction. The integration of
audio and video recording within a single platform lowers the total cost of
ownership and simplifies upgrades and training.

This solution is supported by NICE Interaction Management, and it provides
the customer with the capabilities for quality monitoring, training and
evaluation, based upon:

. Capturing and integrating both video and audio from a video conferencing
call between a customer and agent
. Providing a playback experience which features enhancements for better
evaluation such as:
o Side-by-side playback of agent and customer
o Simultaneous playback of audio, video and images of the agent’s screen
o Isolation of the audio for playback and evaluation of either the agent or

“Companies are continuously enhancing their outreach to customers by seeking
new channels through which they can better connect and personalize the
customer experience,” said Yochai Rozenblat, President of the NICE Customer
Interactions Group. “NICE Video Recording is an innovative response to this
market need. It helps ensure that companies are delivering the best possible
service over multiple interaction channels by providing real-time audio and
visual monitoring for quality and compliance purposes.”

About NICE Systems
NICE Systems (NASDAQ: NICE) is the worldwide leading provider of software
solutions that enable organizations to take the next best action in order to
improve customer experience and business results, ensure compliance, fight
financial crime, and safeguard people and assets. NICE’s solutions empower
organizations to capture, analyze, and apply, in real time, insights from
both structured and unstructured Big Data. This data comes from multiple
sources, including phone calls, mobile apps, emails, chat, social media,
video, and transactions. NICE solutions are used by over 25,000
organizations in more than 150 countries, including over 80 of the Fortune
100 companies.

Trademark Note: NICE and the NICE logo are trademarks or registered
trademarks of NICE Systems. All other marks are trademarks of their
respective owners. For a full list of NICE Systems’ marks, please see:

Forward-Looking Statements
This press release contains forward-looking statements as that term is
defined in the Private Securities Litigation Reform Act of 1995. Such
forward-looking statements, including the statements by Messer Rozenblat,
are based on the current expectations of the management of NICE-Systems Ltd.
(the Company) only, and are subject to a number of risks and uncertainties
that could cause the actual results or performance of the Company to differ
materially from those described herein, including but not limited to the
impact of the global economic environment on the Company’s customer base
(particularly financial services firms) and the resulting uncertainties;
changes in technology and market requirements; decline in demand for the
Company’s products; inability to timely develop and introduce new
technologies, products and applications; difficulties or delays in absorbing
and integrating acquired operations, products, technologies and personnel;
loss of market share; pressure on pricing resulting from competition; and
inability to maintain certain marketing and distribution arrangements. For a
more detailed description of the risk factors and uncertainties affecting
the company, refer to the Company’s reports filed from time to time with the
Securities and Exchange Commission, including the Company’s Annual Report on
Form 20-F. The forward-looking statements contained in this press release
are made as of the date of this press release, and the Company undertakes no
obligation to update or revise them, except as required by law.

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