Nice has a wide variety of client experience tools. My experience as the Supervisor of the Quality Assurance team was with a tool called Nice Engage.
You know that recorded message that plays before you call customer support that says something like “this call may be recorded for quality assurance purposes” – well, that is what we would do. This tool allowed us to record the calls so we could hear both the caller and the customer service rep. It also would record the rep’s computer screens minus any secure items that would be masked.
Our call reviewers could then interact with Nice Engage in order to play the calls, add scores, add comments, and send the calls for review.