NICE Systems Introduces Real-Time Speech Analytics for Workforce Optimization

According to a recent press release, NICE Systems Ltd. has introduced real-time speech analytics to its Enterprise offering.

NICE Systems (News - Alert) is a provider of intent-based solutions that extract insight to impact business performance, reduce financial risk and ensure safety and security. With real-time speech analytics, organizations will be able to understand customer intent during the interaction with contact center agents—automatically providing the necessary insights and next-best-action recommendations to agents—for an immediate impact that benefits both the customer and the business.

"Contact centers are evolving into a strategic hub for businesses. After 20 years focused on efficiencies, customer service centers increasingly will bear the responsibility for customer loyalty and revenue generation,” said Michael Maoz, research vice president for customer strategies at, Gartner (News - Alert).

“Real-time speech analytics is a technology that has been waiting for a market breakthrough. When fully integrated with customer-centric solutions, it will enable contact centers to realize their strategic business potential. Processes and measurement metrics will need to evolve for this to happen, but the value is clear: uncovering customer intent and gaining insights during the actual interaction enables organizations to deliver exactly what customers need in real time. This is the key to securing the customer relationship, improving satisfaction and loyalty, and ultimately driving revenue growth," said Maoz.

With the integration of NICE business solutions with real-time speech analytics, organizations will now be able to address strategic business issues such as increasing revenues from inbound calls, improving customer loyalty and enhancing contact center efficiency.

"Impacting customer interactions in real time is a cornerstone of our vision for changing the way customers and organizations interact,” said Udi Ziv (News - Alert), president of the NICE Enterprise Group, in a statement. “

We are proud to take our real-time offerings to the next level by integrating innovative real-time speech analytics to our cross-channel business solutions. This capability, combined with real-time next best-action guidance and cross-channel interaction analytics enables our customers to leverage our business solutions for unprecedented results in tackling their most strategic business issues," Ziv added.

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Rahul Arora is a TMCnet contributor. He has worked as an editor and freelance writer for several reputed organizations in India. To read more of his articles, please visit his columnist page.

Edited by Janice McDuffee