NICE Perform eXpress 3.

0 API

All contents of this document are: Copyright 2011 NICE Systems Ltd. All rights reserved.

Introduction
NICE Perform eXpress Release 3.0 includes a free of charge, built-in Business Data API. The new API supports inserting business data information in real-time during the interaction or later when the interaction is ended. Enterprises are constantly looking for technologies that will increase their operational efficiency, improve business performance and customer satisfaction. Customers using the NICE Perform eXpress API can integrate the recording system with their CRM application, enable their agents and managers to answer customer issues faster and consequently improve Contact Center efficiency and customer satisfaction. The API is free of charge and is an integral part of NICE Perform eXpress Release 3.0. It contains help documents, example source code and its compiled application. API service and support should be addressed by the Business Partner. Important Note: The current version (NPX R3.0) only supports updating business data using an API. Other APIs (i.e. driver API, playback API, etc.) are not supported yet.

Using NICE Perform eXpress API

The first step when using business data information is to define new fields according to business needs. Configuration of up to 20 business data fields can be done through the NICE Perform eXpress configuration application. New business data fields can be populated with information using the following methods: 1. Linking to CTI business data fields, with CTI information later being populated automatically into Business Data fields in the NICE Perform eXpress database. 2. Updating Business Data fields using NICE Perform eXpress API. Defining new business data fields and their correlation with CTI information is described in the chapter: Defining Business Data (Additional CTI Fields) available in all the Installation Guides (available on ExtraNICE under Installation Per Environment).

All contents of this document are: Copyright 2011 NICE Systems Ltd. All rights reserved.

NICE Perform eXpress API is a web service that allows developers to update the data of currently recorded and already closed interactions. All updates are made over a secured channel (SSL) and require Windows authentication. NICE Perform eXpress API package is available on ExtraNICE at NICE Perform eXpress Release 3.0 > Technical Guides and Tools > Tools location. Download the zip file: NICE Perform eXpress Release 3.0 API package that includes the following components: 1. Documentation unzip Business Data API Documentation.zip and run index.html 2. Example source code unzip NPX API Tester Solution.zip 3. Example compiled application - unzip NPX API Tester.zip NICE Perform eXpress API uses SSL in order to secure and encrypt information sent to and from it. The information is encrypted by means of a self-signed certificate that has a 1024-bit encryption key. NICE Perform eXpress API is a web service that allows developers to update the data of currently recorded and already closed interactions. The correlation of data is done using call time, Agent ID or Extension information. Hybrid of updating data through CTI and through API is supported. Once the business data is configured and populated with information, users can search interactions using business data information and view its information on the Interaction Result grid. Searching by business data information enables users to find interactions using their customer or other CRM information, and assists in improving customer experience and operational effectiveness.

NICE Perform eXpress API Support

NICE Perform eXpress API should be developed and maintained by the Business Partner. The API package includes all necessary tools that are required for supporting and maintaining API development. Development and support of API through NICE Professional Services is not available. In case of API development issues, please send an email to express@nice.com.

All contents of this document are: Copyright 2011 NICE Systems Ltd. All rights reserved.

ABOUT NICE SYSTEMS

NICE Systems (NASDAQ: NICE), is the worldwide leader of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security . NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies. www.nice.com.

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Information in this document is subject to change without notice and does not represent a commitment on the part of NICE Systems Ltd. The systems described in this document are furnished under a license agreement or nondisclosure agreement. All information included in this document, such as text, graphics, photos, logos and images, is the exclusive property of NICE Systems Ltd. and protected by United States and international Copyright laws. Permission is granted to view and photocopy (or print) materials from this document for personal, non-commercial use only. Any other copying, distribution, retransmission or modification of the information in this document, whether in electronic or hard copy form, without the express prior written permission of NICE Systems Ltd., is strictly prohibited. In the event of any permitted copying, redistribution or publication of copyrighted material, no changes in or deletion of author attribution, trademark legend or copyright notice shall be made. ACTIMIZE, Actimize logo, Alpha, Customer Feedback, eGlue Interact, FAST, FAST alpha Silver, Fortent, Fortent Logo, IEX, Insight from Interactions, Intent. Insight. Impact., Interaction Capture Unit, Know More, Risk Less, Last Message Replay, Mass Detection, Center, Mirra, My Universe, NICE, NICE Analyzer, NICE Inform, NICE Logo, NICE Perform, NICE Situator, NICE SmartCenter, NICE Storage Center, NICE Systems, NiceCall, NiceCall Focus, NiceLog, NiceTrack, NiceTrack IP Probe, NiceTrack Location Tracking, NiceTrack Mass Detection Center, NiceTrack Monitoring Center, NiceTrack Pattern Analyzer, NiceTrack Traffic Analysis, NiceVision, NiceVision Alto, NiceVision Analytics, NiceVision ControlCenter, NiceVision Digital, NiceVision Net, NiceVision NVSAT, NiceVision Pro, Open Situation Management, Playback Organizer, Scenario Replay, Searchspace, Syfact, Syfact Investigator, TotalView are trademarks and/or registered trademarks ofof this Systems Ltd. All other trademarks are theSystems Ltd. All respective owners. All contents NICE document are: Copyright 2011 NICE property of their rights reserved.