The NEVA applications suite is a set of artificial intelligence-powered products that enhance and optimize contact center employees’ performance. It contains the following applications and features:
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CXone Desktop Discovery: This feature gathers comprehensive information on user actions performed on an agent's desktop, such as button clicks, copy/paste actions, and more. The collected data is used to surface coaching opportunities by providing visibility into employees' daily desktop routines. It reveals productivity gaps, and identify top/bottom performers. For more information, see CXone Desktop Discovery.
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NEVA Discover: This AI desktop analytics tool provides a scientific approach to streamlining contact center daily processes. It compiles data for user input actions like mouse clicks or keyboard actions. For more information, see NEVA Discover.
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NEVA for Compliance: This integrates the NEVA client with CXone Recording for call tagging and to allow recordings to be paused and resumed. It assists organizations with compliance matters such as PCI compliance, consumer protection, privacy assurance, and internal policy adherence. For more information, see NEVA for Compliance.