NICE inContact CXone Central

Purpose

Medallia^® Speech enables fast transcriptions and powerful analytics of voice recordings to surface customer pain points. By analyzing every call, you can understand financial impact, improve processes, and train agents better. Since it’s part of the Medallia Experience Cloud, voice insights are combined with other channels for a complete, rich review of your customers’ journey.

The Medallia Speech Connector for NICE inContact® enables you to import voice recordings from your NICE inContact system into Medallia Speech.

NICE inContact Platform Requirements

The Medallia Speech Connector for NICE inContact currently integrates with NICE inContact CXone® Central systems. Customers of other NICE inContact systems, such as UserHub, are encouraged to contact their Medallia team for other enablement paths.

Call recordings must be available in NICE inContact’s Secured External Access (SEA) storage.

Connector Setup

To set up the Medallia Speech Connector for NICE inContact, you will need to create an agent user account in your NICE inContact Central system. The below template can be used to complete the task. Once completed, please provide all of the information to your Medallia team or contact your Medallia team if you have any questions.

Start by creating a dedicated Security Profile for Medallia Speech or identifying one with the necessary access:

• Name: Medallia Speech Connector
• Contact History: Agent View + Supervisor View
• Data Download: View

Next, create an agent account for Medallia Speech:

• Vendor Name: Medallia
• Application Name: MedalliaExperienceCloud
• Application ID: (provide)
• Agent Username: (provide)
• Agent Password: (provide)
• Security Profile: Medallia Speech Connector (or equivalent)

The Application Name value must be written without spaces between the words. Camel case is recommended, as shown above, to help with readability.

Once the agent account has been created, you must change the initial password by logging in to login.incontact.com in order to activate the agent account for API access. Please provide the changed password to Medallia.

Speech Recording Quality

Medallia Speech works best on high-quality voice recordings. Medallia recommends that all recordings be made with the highest fidelity possible and with each speaker given its own audio channel in the recording file. For that reason, recordings at a 44.1 kHz sample rate using multi-channel (ex: stereo) 16-bit samples are strongly recommended.

Legal

Medallia is a registered trademark of Medallia, Inc.

NICE inContact and NICE inContact CXone are registered trademarks of NICE Ltd.

The Medallia Speech Connector for NICE inContact is owned and operated exclusively by Medallia, Inc. and is not affiliated with NICE Ltd. nor any other party. It leverages publicly-available system interfaces that you, as a NICE inContact client, authorize Medallia to use on your behalf. Medallia shall not be liable for any NICE inContact system configuration nor management of the NICE inContact system.

Except as may be represented in other agreements, Medallia provides this connector “AS-IS”, with no other warranties, express or implied, and hereby disclaims all implied warranties, including any warranty of merchantability and warranty of fitness for a particular purpose.