NICE Introduces Customer Engagement Analytics, the Industry's First Platform
to Combine Interaction Analytics and Transaction Analytics
NICE's Big Data platform offers insights into the complete cross-channel
customer journey, which can be leveraged by organizations for multiple
RA'ANANA, Israel, April 22, 2013
RA'ANANA, Israel, April 22, 2013 /PRNewswire/ --
NICE Systems (NASDAQ: NICE) today announced the introduction of its Customer
Engagement Analytics platform, the industry's first to combine interaction and
transaction analytics. The platform allows organizations to capture and
analyze Big Data generated by cross-channel customer engagement and map the
entire customer journey. This brings organizations closer to their customers
by enabling them to better understand customer preferences and behaviors.
"The complexity of the relationship between consumers and enterprises
continues to increase due to the endless amount of customer engagement data.
But underneath all this data lies a wealth of information from which great
business value can be realized," said Keith Dawson, Principal Analyst at Ovum.
"The challenge in uncovering the value is twofold. First, all of this data
must be captured, connected, and analyzed across touch points. Then, using the
insights generated from this analysis, the organization must make this
The NICE Customer Engagement Analytics platform delivers a complete picture of
the customer journey, both at the individual level by various groups and
segments, and at the entire customer base level. This helps an organization
provide outstanding customer experience while improving business procedures
and efficiency. The offering features the following advanced technologies:
oMulti-channel collection of Big Data - The system collects data from
customer interactions and transactions across various data sources, such
as web, email, phone, social media and chats, and from different systems
such as CRM and billing. It also pre-processes the raw data for more
oAnalyzing Big Data - NICE's analytics engine can interpret mass amounts of
both structured and unstructured data, allowing organizations to perform
customer journey mapping and visualization as well as repeat contact
sequencing and trends.
oOperationalizing Big Data- The insights extracted from the analytics of
data serve as a catalyst for change within an organization, such as
company-wide changes in business policies and processes, as well as more
specific actions including agent coaching and guidance.
The first solution to be launched on the Customer Engagement Analytics
platform is Call Volume Reduction, while additional solutions, such as sales
optimization and voice of the customer are expected for release in the near
For example in the case of call volume reduction, a telco may discover that a
large percentage of customers who purchased a new smartphone at a specific
retail branch called the customer service line within 72 hours to activate a
corresponding e-mail account. Based on this insight, the telco can guide
customer-facing employees at the branch in real time to follow policy and
offer help setting up the e-mail during the initial purchase. It can also
provide targeted coaching for specific agents that may need to overcome
knowledge gaps. By recognizing this trend, and proactively implementing a
solution, the telco will be able to significantly reduce call volume, minimize
customer effort, and boost satisfaction.
"Every customer journey provides a wealth of information about the individual
and the service organization that can be harnessed for better business
results," said Yochai Rozenblat, President of the NICE Customer Interactions
Group. "Our Big Data analytics platform provides organizations with the right
tools and technologies to help them improve business performance. By
delivering insights from the vast amount of data collected across interactions
and transactions, our platform empowers organizations to better understand
customers and their needs and to operationalize these insights in order to
provide an exceptional customer experience."
NICE Systems (NASDAQ: NICE) is the worldwide leading provider of software
solutions that enable organizations to take the next best action in order to
improve customer experience and business results, ensure compliance, fight
financial crime, and safeguard people and assets. NICE's solutions empower
organizations to capture, analyze, and apply, in real time, insights from both
structured and unstructured Big Data. This data comes from multiple sources,
including phone calls, mobile apps, emails, chat, social media, video, and
transactions. NICE solutions are used by over 25,000 organizations in more
than 150 countries, including over 80 of the Fortune 100 companies.
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks
of NICE Systems. All other marks are trademarks of their respective owners.
For a full list of NICE Systems' marks, please see:
This press release contains forward-looking statements as that term is defined
in the Private Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Messer Rozenblat, are based on the
current expectations of the management of NICE-Systems Ltd. (the Company)
only, and are subject to a number of risks and uncertainties that could cause
the actual results or performance of the Company to differ materially from
those described herein, including but not limited to the impact of the global
economic environment on the Company's customer base (particularly financial
services firms) and the resulting uncertainties; changes in technology and
market requirements; decline in demand for the Company's products; inability
to timely develop and introduce new technologies, products and applications;
difficulties or delays in absorbing and integrating acquired operations,
products, technologies and personnel; loss of market share; pressure on
pricing resulting from competition; and inability to maintain certain
marketing and distribution arrangements. For a more detailed description of
the risk factors and uncertainties affecting the company, refer to the
Company's reports filed from time to time with the Securities and Exchange
Commission, including the Company's Annual Report on Form 20-F. The
forward-looking statements contained in this press release are made as of the
date of this press release, and the Company undertakes no obligation to update
or revise them, except as required by law.
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SOURCE Nice Systems Ltd.
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