NICE to Highlight Voice of the Customer Insights in London

A successful customer interaction can result in a sale or potential sale at some point in the future. The ability to use real-time feedback with customer interactions will give you an edge over your competitors. NICE Systems (News - Alert) specializes in delivering software solutions by capturing and analyzing large amounts of data across different platforms. In fact, a forum will be hosted by the company in London to show businesses how to use VoC insights to see an array of benefits.

Benny Einhorn, chief marketing officer of NICE explained that the Decisive Moment is the course of action the customer takes at some point of an interaction that impacts a business. The process involves analyzing structured and unstructured data in real-time from video, social media, e-mails, phone calls, mobile apps and other sources. The analysis enables businesses to meet and exceed customer expectations with great service, which can lead to opportunities of increased revenue. The solutions they provide are used by more than 80 of the Fortune 100 companies in 150 countries including more over 25,000 organizations

The science of insight analysis is not very credible in some circles but its effectiveness can not be denied. If the software is designed the right way, it will be able to analyze the data and come up with the correct analysis. The applications powered by NICE are used by Wells Fargo (News - Alert), J P Morgan Chase, The New York Police Department, American Airlines, DIRECTV and other organizations of equal caliber.

Real-time VoC solutions recognizes the key to successful customer retention is understanding customers needs by analyzing the historical data of the past with real-time Voc intelligence to pin point to what will make the customer happy right now. The collected data includes direct and indirect voice as well as inferred voice or the total sum of the customer’s pattern across all platforms while they interacted with the company.

When a company receives the VoC solution, the data is used to asses the complete interaction of the customer with the organization. With this information, customer feedback can be used along with operational performance to optimize operations across the board to capitalize on the Decisive Moment.

The key to success and longevity in any business is superior customer experience and service. Insight analytics is only making what has been obvious to businesses for centuries—that by using technology to engage the customer with more tools provides an ideal customer experience management strategy.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.