The CXone Mpower Desktop Discovery suite was earlier known as the NEVA application suite.
The CXone Mpower Desktop Discovery 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 Mpower Desktop Discovery (Hybrid): 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 Mpower Desktop Discovery (Hybrid). The data is collected through RT Client installed on the agent's machine.
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CXone Mpower Desktop Discovery Client: The CXone Mpower Desktop Discover Client is an application designed to gather comprehensive information on user actions performed on an agent’s desktop, such as button clicks, copy/paste actions, and more. The CXone Mpower Desktop Discover Client operates without a graphical user interface (GUI). After installation, it automatically starts and runs in the background. For more information, refer to CXone Mpower Desktop Discovery Client. The data is collected through Desktop Discovery client installed on the agent's machine.
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Desktop Discovery: 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 Desktop Discovery.
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NEVA for Compliance: This integrates the NEVA client with 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.