NICE Systems Receives Two 2014 Product of the Year Awards from CUSTOMER Magazine

Today, consumers have many different options when it comes to voicing their opinions about a particular product or service they purchase. This means organizations have to be able to manage several different touch points in order to address any and all concerns from customers (and to respond to negative comments that can potentially have a significant impact on the company before it goes viral). Managing these concerns in house can be both resource intensive and very expensive. The best course of action is to find a company that has been recognized for delivering quality customer service related solutions and take full advantage of their services.

NICE Systems, a provider of software solutions for improving the customer experience, ensuring compliance, and optimizing the contact center workforce, was just recognized with a pair of Product of the Year Awards from TMC (News - Alert) CUSTOMER Magazine. Two of its product lines were selected by the magazine as representing some of the best and most innovative customer experience products and solutions in the call center, CRM and teleservices industries.

"On behalf of both TMC and CUSTOMER magazine, it is my pleasure to honor NICE with two 2014 Product of the Year awards. Its solutions have proven deserving of this elite status and I look forward to continued innovation from NICE in 2014 and beyond," said Rich Tehrani (News - Alert), CEO, TMC.

The NICE Customer Engagement Analytics platform and the NICE Fizzback solution have been designed to provide organizations with tools needed to better identify and understand the needs and wants of their customers.

For example, NICE Fizzback lets organizations act on positive and negative customer feedback by extracting insight in real time. This allows companies to make decisions regarding how best to respond quickly without any further blowback. The platform also provides:

• Event-driven, conversation-based feedback
• Feedback gathered immediately following interactions at any touch point, including retail stores, branches, online and call centers
• Feedback collected via multiple channels, including text messages, email, web, social media, IVR, mobile apps and forms
• Fast, accurate feedback translation using natural language processing (NLP)
• Software-as-a-service (SaaS (News - Alert)) deployment
• Out-of-the-box integrations to quality management, interaction analytics and agent-guidance processes

Meanwhile, NICE’s Customer Engagement Analytics provides a comprehensive view of a customer’s interaction with an organization across every available touch point. By analyzing the large amount of data generated by these interactions, the solution provides contextual insight into better understanding customer behavior, uncovering patterns and predicting customer needs in real time.

"These awards reinforce our dedication to providing organizations with advanced solutions to help them better operationalize Big Data to transform their businesses,” said Yochai Rozenblat, president of the NICE Enterprise Group. “The NICE Customer Experience solutions enable organizations to understand and anticipate customers’ future needs and drive action across service, sales, and marketing processes in order to get closer to their customers and deliver an exceptional customer experience."