What We Offer

• ACD & IVR Administration

• Custom Studio Scripting

• Call Flow Design & Optimization

• Routing Strategy & Troubleshooting

• Ongoing Admin Support & Monitoring

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IVR & Call Flow Management-

- Deploy and maintain custom call flows via NICE Studio

- Modify IVR menus, scheduling, and call treatments

- Ensure routing aligns with business hours and holidays

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User & Role Management
- Create and manage user accounts
- Assign security profiles, skills, and team associations
- Maintain agent permissions and access control

ACD Skill & Routing Setup
- Configure ACD skills and call routing strategies
- Prioritize skill queues for optimal service levels
- Maintain agent-skill assignments and routing logic

Quality Monitoring & Recording
- Manage call and screen recording policies
- Support evaluation form deployment and QM workflows
- Provide access to recordings for audits and training

Reporting & Analytics
- Build and customize dashboards and scheduled reports
- Track KPIs such as AHT, SLA, CSAT, and FCR
- Export historical data for business analysis

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System Support & Troubleshooting
- First-line troubleshooting for routing, login, and agent issues
- Monitor platform performance and call flow stability
- Coordinate with NICE support for escalated incidents

Training & Documentation
- Provide training for agents and supervisors
- Maintain process documentation and admin SOPs
- Support change management and onboarding activities