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NICE On Other Exchanges
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As of 10:24 AM 04/21/15 All times are local (Market data is delayed by at least 15 minutes).
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Company Description

Contact Info

22 Zarchin Street

PO Box 690

Ra’anana, 4310602

Israel

Phone: 972 9 775 3151

Fax: 972 9 775 3222

NICE-Systems Ltd. provides software solutions that enable enterprises and security-sensitive organizations to address three main aspects of people’s lives, such as preventing financial crimes and fraud, ensuring security and public safety and providing perfect customer experiences. The company’s solutions capture interactions and transactions from multiple sources, including telephones, CCTV video feed, emergency services radio communications, emails, chat, social media, and more. Strategy The company’s strategy is to extend its market leadership position in the customer service space, while expanding beyond the contact center to the different customer experience channels and touch points. Its security business strategy is to strengthen its market position and accelerate penetration into the critical facilities market. This includes serving organizations for which security issues have a direct impact on the entire business operation (airports, seaports, banks, safe cities, etc.). The company’s public safety strategy is to continue providing audio logging solutions for first responders, while increasingly focusing on digital evidence management and post-incident investigation. Its strategy is to offer its solutions in alignment with both on-premises and cloud-based enterprise software business models. As an alternative to on-premises deployments, the company’s strategy is to offer many of its solutions in cloud-based models - either as a hosted license or as software-as-a-service providing its customers a lower total cost of ownership. Solutions Customer Interactions Solutions’ Core Capabilities Multi-channel recording and interaction management enables organizations to capture unstructured and structured customer interaction and transaction data from multiple channels, including phone calls, chats, emails, videos, customer feedback, Web sessions, social media postings, and walk-in centers. Customer interactions enables organizations to analyze the entire customer journey across the various transactions and events. This solution allows the company’s customers to get a comprehensive view of the customer intents and actions across their journey with the organization. Customer interactions leverages Big Data infrastructure and predictive analytics models to identify and sequence individual customer’s interactions across time and touch points. With this analysis, organizations can understand the context of each contact, uncover patterns, predict needs and personalize interactions in real time. Real-time decisioning and guidance is a real-time decisioning engine, which draws on business rules and predictive models to process insights derived from analytics, applied as an interaction is underway. This combination enables organizations to make the right decision during individual interactions and across a mass number of interactions, which in turn drives future next-best-action guidance in real time through process automation. Cross-channel interaction analytics enables companies to uncover the data and insights hidden in customer interactions. It uses advanced technology for analyzing speech, text, call flow, customer sentiment and employee desktop activity, to understand the root cause of service issues and to drive business results. Compliance and Risk Compliance Recording: Proactively captures and retains all customer interactions across multiple touch points to help ensure compliance with government regulations, such as the Dodd-Frank Wall Street Reform and Consumer Protection Act (Dodd-Frank Act), Security Exchange Commission Rule 17a-4 (SEC 17a-4), the Health Insurance Portability and Accountability Act (HIPAA), the Sarbanes–Oxley Act (SOX), the Payment Card Industry Data Security Standard (PCI-DSS), and the Financial Services Authority (FSA) and Medicare Improvements for Patients and Providers Act (MIPPA), as well as with internal policies. Compliance Recording is also an invaluable tool to resolve disputes, perform investigations and verify sales, as well as provide redundancy and disaster recovery capabilities to meet business continuity requirements. Contact Center Fraud Preventio

 

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